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I have been given some pretty forms that have been made in Excel. They are formatted as I want them and this is quite important as they will also need to be printed out to get signatures on them. I want to make them a bit more interactive. I would like to have a button that will place all the...

To answer one of my own questions in case anyone is interested, I changed the filter settings on Agent when I made the query again from "Equal To" to "Contains". Still don't know how to restrict to a range or where to get docs from.

First of all, does anyone know where I can get some Witness documentation from? I am trying to build a new query to give to non admin users so they will only be able to query calls from/to certain agents. Where do I select this range? Also, when making a test query, if I want to put in the...

In call presentation classes, you can also set the phone to log out if a call is not answered in time. If people are never not answering calls for short periods of time then this could work well. It would solve the problem of people not logging off at night. Personally, it's better for me...

What's a CTI application?

Is it possible to remotly change peoples phone status. Take them off not ready, log them off, that sort of thing. Ideally, these are things I would like to put in a Symposium script. Any help would be greatly appreciated.

Does anyone know where I can get detailed documentation about the Symposium scripting language.

I'm not sure exactly what's happening with you, but I have calls going through a script and have put a bit in to say, "if it's after 5pm and no agents are 'idle' then go to answerphone". This way, if everyone has gone home but someone has forgotten to log out (no matter how many times we...

I actually use ACD queues as a backup in case something happens to Symposium (which has happened). Symposium scripts can give me a lot more control although I don't know why Nortel didn't make a flow based language for them, it would have been so much nicer and easier to see what's going on...

Is there a way that an agent observe key can be restricted so that it can only observe certain phones? What I want is for team managers to be able to silently observe anyone on their team and their team only. Any help would be much appreciated, David.

Is it possible to have more than one BFS key on a secretary's phone. I have given someone this key and she says it's perfect for what she needs but now she wants it for other managers whose phone she answers. At the moment I have put SCN keys on her phone for these numbers but obviously...

If I put QUEUE TO AGENT 1234, 5678 how do I control how long each agent rings for?

I would really like to use our daily podcasts for hold music. It would great if I could have different ones for different departments (or different CDNs using the scripts in Symposium). I have not touched MIRAN cards yet but have heard that it is quite a task to upload something new onto...

OK thanks. Well it seems best to leave it to ring one phone at a time for now. It's a shame you can't put an AND command in the scripting e.g. "QUEUE TO AGENT 1234 AND QUEUE TO AGENT 2345". Is there some fundamental reason why this can't easily be done or could it be requested from Nortel for...

What about using hunt groups (I've never used them before)?

Ah now, the agents are important, we use scripts in symposium to control calls to different skillsets etc. A call to CDN 1 might be routed to agents A,B,C and D and a call to CDN 2 would be routed to agents C,E and F. What I want is for A,B,C and D to ring simultaneously when a call goes...

Does anyone know how I can get more than one phone to ring at the same time for CDN calls going through a script in Symposium? The phones are set up with ACD numbers but I don't want all the phones in an ACD queue to ring. Can a script be made to ring more than one phone at once? Any help...

Is it possible to create a hunt group which contains say 3 numbers and route the call to this hunt group or can you only do it using MCR. Also, you can't have an MCR key and an SCR key on one phone can you?

Does anyone know how I can get more than one phone to ring at the same time. It would be good if, when a CDN call comes through, instead of bouncing round everyone in the group until someone picks up, all the phones in the group ring.

So I think everyone is agreed that this one can't be done? I'm not sure why people put not ready on for so long, because they are paid a really fat performance based bonus. I'm going to find out today. I was just asked by my boss if I could find a way to do it (apparently, our old Avaya...