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1. Are calls dialed to the agent's ID counted as an "ACD Call" in the Historical Split/Skill and/or Agent Group Summary reports? 2. What reference material tells me this type of data? In other words where can I look this up?

Replying to RJ Blanch: We didn't have to prove it, they admited it. I don't know why they concluded it was the IPSIs, but when they replaced them the problem went away, so I guess they were correct.

This is the third or fourth time an IPSI board problem has caused a major production outage for us in about a year. These boards are duplicated in the system, and yet we continue to experience outages. Does Avaya or anyone have an explanation for this situation? Why when my IPSI’s are...

Considering a migration strategy. Network of 300 sites. 3 HQ type and the rest are small branch offices. HQ sites are S87xx. Some remote sites are S8300s with G650/700s, others are legacy Partner ACS (key). Looking for anyone who has put a small gateway (G350 etc) in between their key...

I need to make a comparison of the Avaya contact center (EAS and CMS) versus the Cisco Call Manager with its contact center. I do need to compare the basic ACD and reporting as well as IVR, and Dialer. Anyone out there willing to share their data such as a comparison matrix or list of...