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I have a vector that queues the call to a skill with a low priority. After about three minutes or so, I have a step that queues right back to the skill but with a medium priority. However, from what I am seeing, I dont think this is happening as the call remains unanswered for a long time. Is it...

Hello, we are using CMS 13 and am wondering if anyone knows where the thresholds settings are stored on the profile? I would like to share my settings with other users so they don't need to set them up. It will also help me with reinstallations to avoid setting them up from scratch.

We are in the process of testing a virtual campaign and am encountering issues witht he recording I am using. I recorded the message using Audiocity in the u-Law format (8K,16Bit,Mono). Everytime I test the campagin, all I hear is static. I pulled a sample of a working recording and saw that it...

Hello, I know for the daily reports you can enter the prior day as -1. How would you enter a prior week? I created a script to run totals for the prior week. Problem is the date is hard coded. I want to see if there is a way to tell the script to use the week prior to the report being ran. Hope...

Hello, I need help combining multiple scripts. On their own, each one works. I schedule them to proces via Windows Scheduler. I would prefer to schedule one script instead of three so I am trying to combine them. I am a total newb when it comes to scripts. In fact, some of them I created through...

Hello, I have a script I am using (thanks to Skip) for sending out a report daily. I now need assistance with the monthly report. The report will be sent out the first of the month and I would like the subject line to referance the prior month. Here is what I have currently. What do I need to...

Hello again, I have a script that I created (googled it really) that creates an e-mail and attaches a document. I need some help relating to the subject line for the e-mail. Why? Well there is an e-mail that is sent out four times (6:00am, 11:00am, 3:00pm, 7:00pm) per day that includes an...

I am a complete newbie when it comes to VBS but have been reading up on it for the last few days. I have found it very helpful in making things easier and minimizing user error. I have searched and searched but could not find the answer I was looking for so I hope someone here can help. I...

Is there a way of placing an agent on Aux remotely? I know you can logout agents remotely.

We are using Aux Codes and found many uses using AUX 0. We would like to prevent this from happening. Anyway to block AUX 0 from being used? Call Manager 3 CMS Supervisor 13

Hello, I made a real simple script that prints out some Aux Reports. I sent it out to a few supervisors. The problem is that nothing happens when they run it. When I checked the Scripting tab, I noticed that when I Set the User, the information does not stick. The only user that sets is mine...

Does anyone know if it is possible to change the formula a report uses? We have an 80% calls answered within 20 seconds goal. We currently do not monitor or have goals based on Abandoned calls (I know almost everyone else does). However, I understand that the Integrated Split comparison report...

Hi everyone, We have CM3 and CMS 13 and want to know if the interval can be changed. I recall reading that the interval can be changed to 15 minutes.We currently have 30 minute intervals. If we do this, what affect can it have? Does it impact the reports server considerably? We want to do...

Are there default access codes? If so, does anyone have a list? So far, I know the following: Service Observe: 767 followed by extension or Login ID to observe Phone Login: 764 followed by Login ID Phone Logout: 765 Auto In: 762 I cannot get them from our telecom guy as he is a tough...

Hello everyone, I need your guidance once again. We have been using Aux Codes for a few months now. We had been using from 0-9. We could enter the code after pressing the Aux Work button and then pressing one of the digits. I recently told our Telecom person we wanted to use additional codes. I...

Do any of you know if it is possible to have either CMS or Simon Says output information to a webpage? I need it to update in real time so that agents can see the total number of calls waiting either via a CMS Real Time Report or Symon Board app on their desktop.

What would you say is an acceptable percentage for this calls? I understand that even with Abandoned Call Search, it will not solve the problem and only reduces the instances. We take about 5000 calls daily and have about 80 agents total. They each indicate getting about 5-8 calls each day.

What report shows me when RONA was applied to an agent? We just implemented this for members of our supervisor queue. I see it on the Skill Report but dont see which agents caused it.

I have a question for you. Have you ever heard of situations in which someone appears to be hanging up and it ends up being something else? I did an agent trace on an agent that has a very low handle time. We do not have handle time goals. Under Agent/Trace Location it shows numerous calls come...

Can someone explain to me in layman's terms what this distribution method does? My call center has a goal of 80% of calls answered within 20 seconds. We are currently using EAD to distribute calls. Does it sound like we should be using SLM instead? Service Level Maximizer (SLM) With SLM...