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Perhaps the CLID is lagging a bit due to CallPilot still being in transfer? Add check for IF TRANSFERRED OR CONFERENCED to give a burst of ringback before proceeding, see if that helps.

On the License Manager Configuration screen, there is a button to View Licenses. It will tell you how many licenses are checked out at any given time. Nortel Contact Center - License Manager - Configuration - View Licenses.

Thanks for circling back with the solution for everybody's benefit, Tim!

Indeed.

No, it won't reset the counter. The codes are cumulative, and you can see that on the Not Ready Reason Code report (i.e., the original code is still accumulating time, and the subsequent code will also increment for the same period). The agent would have to come out of Not Ready and then go...

No, you should not attempt to deactivate the master script. Rather, you need to find and resolve the errors. As TelecomGuyUT said, we can perhaps help with that if you give us some specifics as to what you are trying to add and what the exact error message is.

Symposium Express scripts are "canned" - and you cannot directly edit them. Instead you will need to use the Call Routing Wizard (and the Call Treatment Wizard). From your entries in these two tools, the system compiles your scripts. You'll find these in the Call Administration drop-down menu...

You might want to check the Call-by-Call collection settings in Historical Statistics (CCMA), and be sure it is turned on for the applications in question.

ptrifile - it is a different type of functionality, as you suspected. The legacy Nortel call observe is on the individual agent level.

Well, since this is just an Express, you cannot write scripts - they're all canned. Hmmm.

Gotta LOVE their answer! Sounds better than "dink around until it wakes up." :-P Thanks for posting your fix, appreciate it.

The way you have it, the call will queue against the skillset, look to see if the agent with priority 1 is available, and if not, will give immediately to one of the other agents that has a priority 2. To do what you are asking will require that each agent is only in one of the skillsets. Then...

...of simultaneous unicast sessions allowed. Any more than that, and users will not be able to pull up a realtime screen at all (it won't show just ***, you won't get any names, etc.). Increasing that number adds load to your CCMA server and on the network. If you are getting network timeouts...

Did the admin remove the agent's profiles that left the company?

Also, have you run the Voice Services Configuration Utility? Before you run the Voice Services Configuration utility, you must ensure that ?? the Media Card is installed and configured on the switch ?? the Symposium Express Call Center server and client software are installed ?? you have run...

Did you add the ports to your SECC and acquire them? Here is a note from the NTP: Note: Voice Services ports are not added automatically as voice ports by the Symposium Express Call Center import utility, as are other voice ports (for example, Meridian Mail voice ports). You do not need to...

Hey there, TheWorkingMan. Hope things are going well for you these days. I am getting Avaya'd to death these days, myself.

You are correct, "break time" is only initiated at the conclusion of an ACD call.

You don't mention the timeframe covered in the report, but it would be possible for a call to be offered in a skillset in one interval and be answered in the next, as calls queue up.

Right - do you have any other applications that can receive calls for this skillset? Or is this a default skillset?