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Hi pave35, Thanks very much for the suggested practice. I'll convey this to the Team Manager and hope it is understood by the agents. Thanks again for your help, -cmick66

Hi soleman 52, Thanks very much for the suggestion. So, under Split Data -> ACD Call, my Recover Time is 10. Should I adjust that and/or check the Auto-Work After Call Box? Or, am I way off entirely on changing the setting? Thanks again! -cmick66

Hi Pave35, The PBX is the Univerge NEAX 2000 IPS. Any help/suggestions would be gratly appreciated! Thank you, -cmick66

Hi Keypad, My apology for the delay. Anyway, when I press the work mode during Call Recovery the phone responds as Work Pending or Work ?. Very strange. Would you happen to have any other suggestions by chance? Thank you, -cmick66

Hi Everyone, Each week at least 5 agents seems to lock up their phones and go into Call Recovery Mode. They're using either D-Term Series E or I 16 button sets. Is there a way to prevent this? The bugger is I'm unable to utilize the Tally Key and have had to reset the ACD during off hours to...

Hi smoom, I'm kicking myself for missing that! Thanks very much for pointing it out and I look forward to running it with some frequency. Thanks again, -cmick66

Hi, Would anyone happen to know if the Agent Hold Times measurement is available within GNAV 6.1.3? I have perused a PDF of the reports available and features of each, though unless I missed it I didn't see it there. Does this measurement exist? If not, is there a way to capture it by chance...

Hi, This may be a sanity check more than a true question but I'm just looking for some expert confirmation. Our contact center uses an NEC 2000 ACD. We also use the overfloe feature for remote outsourcing. When I generate a Call Activity Summary via GNAV 6.1, does that data only represent...

Hi smoom, I believe I will try the tally code step and report suggestion. This in hand with a call accounting package seems to be an optimum solution for this issue. Thanks again for your help, -Christopher

Hi smoom, I'm going to take your suggestion as well as features to look for and research some call accounting packages. It seems a worthwhile investment. Thanks for your help, -Christopher

Hi smoom, In a way it's good to know this is not an abnormal situation. And, I do understand your ABA scenario. However, the call count is always higher on their side. The difference has anywhere between 1 and 175. Although you've provided a scenario if the call count was higher on the side...

Hi Smoom, Thank you for the suggestion which I may very well pursue to resolve the issue. Would you be able to suggest a good Call Accounting package which is compatible w/GNAV 6.0? Thanks again, -cmick66

Hi Gang, We have a site we outsource to who when reporting our overflow call volume is constantly over the number of calls (offered and handled) than I'm capturing on my Overflow Call Activity report in GNAV. When I try to reconcile the numbers for reporting it causes a lot of unnecessary...

Hi billyd3, Although that is a comprehensive report which I'll certainly use in the future, it seems to only provide internal extension numbers. I'm wondering if there is a report (or a way I can configure one which can tell me the outbound digits dialed by an agent. I'm trying to capture...

Hi smoom, I can confirm they are transferring to an outside number; our Sales team. Thanks in advance for any help! -Christopher

Hey smoom/3racefan3, It turns out I was incorrect on the version. The rel installed is 6.1.1 (Linux) and seems pretty robust. However, when I looked at the Agent Transfer report it did tell me who transferred but not when or to which number. To clarify, it gave me a total number of transfers...

Yikes! Well, you've given me an idea of what I'm in for...I suppose I'll have to wrestle with it until I can convince the decision makers otherwise. Best of luck with your Cisco migration!

It's 4.0; probably the same version. I'm glad to hear you're a current user. Would you be able to suggest any reference material on it as far as creating custom reports or just good material to have on hand?

Hey all, I understand Global Navigator is a relatively new "juiced up" NEC MIS. It's currently being installed in our site and I was curious if anyone here has had exposure to it. Specifically, I'm wondering if I can get a good level of detail on transferred calls. Is it possible to...

Thank you for the explanation (and caution) Supernn.