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Hi all, Hopefully a nice quick question. We have 1 department of our callcenter where the company moto is let the customer hang up but we have people hanging up. without any call accounting package is there a way to tell if one agent is hanging up or letting the call disconnect. using the...

there is a reporting and Data Dictionary on the nortel site. this list all the fileds / tables / ect... its Nortel Contact Center Manager Server Historical Reporting and Data Dictionary Doc id 297-2183-914 do a search for "297-2183-914" it should pop up in the list.

We use Nice recording (www.nice.com) and trunk tapping (saves tapping every set) the way they do it is give you a passthrough box Plug E1 from carrier into this and pass through to pbx.. its just then a passive tap. you define monitored set with negitive recording rules for people who dont...

if you have call by call going back that far you could use that... isnt the call id on that the same as the CDR output?

forgot to add you also need to have a CDN 1006 (or whatever number you want to use)

if you have Symposium / Contact center. what we do is have them transfer to a CDN that is referenced in our Master script. the script for that extension is also under the DN variable we have a record of the number that they need to transfer to. In Script Variables. DN 0123456789 Name...

I would have loved it to be a nice simple HOML setting. however for the 2 phones.. they are deffinately part of the same acddn group unless i cant read. Phone that works as expected KEY 00 ACD 58006 0 38195 AGN 01 SCR 8195 0 MARP CPND CPND_LANG ROMAN...

Hi All, hopefully someone may shed some light on a issue im facing. We have agents on IP phones (2004p2's, 1140's ect) multiple ACD groups HOML set to No in the ACD now i have 2 phones that are both part of the same ACD group both are 2004p2's one logs out when you place the handset down...

if you can get to the Sig server / call server where it is registered. you can preform a isetReset dont do a isetResetAll unless you want all phones to reset XD (if you have multiple sig servers and call servers you will have to check which server its on first) Log into the sig server. and...

have you looked at CallPilot Voice Forms?