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The call center managers asked if I can put a column on their daily/monthly reports that show a longest wait time? They have reports for avg time, and such but wanted to know how long the longest wait in queue was. I can submit for our corp people to make the report, but that could take weeks...

Hello, I have been asked to create a report for the call center. They have a problem with agents wasting time, and want to know when they arrive for work in the morning, and more specifically they want to know when the agent actually was ready to take their first call. I can pull reports from...

Hi All, I currently have a designer CMS report for multiple skills daily report. (I did not make it, someone in corporate land did) The local call center manager would like me to change it, and corp is putting me off since they have a huge project and deadline to meet. Basically when we put...

I created a vector that routes a call to a separate vdn for each button press. Now I need to aggregate the data. Right now, I run 20 separate VDN reports (historical, skill-monthly), one for each vdn, and then manually put the data together. I would like to make a custome report that takes...

Hi Everyone, I have a couple of questions regarding the service hours table. We have many locations and time zones, the main server is in Central, and I am in a location that is eastern. WE use tenant partitioning and locaitons, Our location has a time xone offset of +1 We also have the...

Hi All, One of our call center managers asked me if this was possible.,..... Currently we have close to 30 skills coming into the call center, and have a custom report, showing the calls per 1/2 hour interval, showing abandon, offered, connected, etc. The time intervals run down the left...

Is there a way in real time reporting to see the total time on a call, even if the agent changes states? Agent takes call, (timer starts), agent places call on hold, when the agent goes back to the call, the talk time resets to 0. Is there a way to have the report show total talk time? CM6...

Hello all, I have been asked if I can provide a attendant with the ability to see if a user has call-fwrd or SAC active, before they transfer a call to that extension. Currently they have a busy-ind light, but that only tells them if they are on a call, and they would like a bit more control...

Hello, I have been requested to setup three phones to be able to transfer calls to a specific number off-net. They do not want to have to hit the transfer button, the number and then transfer again to complete. They want me to program a button so it just transfers the active call to the...

Hello all, I am running a CM 3 system (soon to be upgraded to cm 6 I think) I have just received a request that is stumping me bad. We are working with a 3rd party that provides services that we do not. So if a client has this type of problem, we transfer the call to the third party. Now, the...

Hi Everyone, My next project is to move my 2 SQL db servers over to my VMware enviroment, so I can free up those boxes, and have them utilize the SAN. So, I really don't want to screw it up, since it is production data, and that would be bad. I also dont want to do it twice or create more...

Hi All, I have a question about Domain controllers and Exchange 2003.. we are running windows server 2003, AD, on 2 DC's,, adsrv, adsrv1, and adsrv2 and exchange 2003 is running on a win 2003 server. adsrv used to be the FSMO role holder, and the primary DC since the inception of the...

Hello, Currently our mail setup is on an exchange 2003 server, that relays all mail though a IIS6 SMTP virtual server. that IIS SMTP server has our spam filter on it, and all mail flows through it,,, on the outbound route, all the spam software is doing, is putting a disclaimer on our email...

Hello Everyone, I have a situation that I need a little help with. Our company uses a 3rd party time keeper, so users get in, logon to the 3rd party website and clock-in. The problem we are having is some employees, running late, will call a friend to log them in. We have advised this is not...

Hello I am trying to setuo audix-rec for a few users. If the user is a station, the feature works fine. If the user is an agent, it fails, and the ueer hears the audiz menu, "one is an invalid option, if you have a mailbox on the system....." running cm 3.1.2 on a s8500, MM 3.1 Can the...

Hello everyone, I currently have a CM 3.1.2 system with 8316d+ digital phones. Recently I have been getting complaints from users that when they try to dial numbers, thet the call does not connect, just silence, and an echo in their ear. They claim to have to redial 2 or 3 times and then the...

Hello all, I am running vSphere 4 Essentials Plus on 3 physical servers, Dell Pe 2950 III w/ dual quad-core procs and 32GB ram. I recently got a EMC Clariion AX4-5i and have been trying to get this thing working. I have set it up on 2 hosts so far, one server1 I have it setup with 2 vswitches...

Hello All, I have a server that needs to connect to a sql2000 db. Is was working fine for along time, but suddenly stopped working. When I go into the ODBC connectors, and try to create a new connection, on the drop down for "Which SQL server do you want to connect to" it lists this server...

Hello All, I have a table that stores data about when a rep emailed a client information. Sometimes reps change the email on one client's account to email themselves, or someone else info,, basically cheating the system. I would like to query this table to find out the duplicates.. the table...

Hello All, I am an extreme newbie in SQL so sorry in advance if this is real easy.. I have a couple of simple queries to count the total number of clients in a certain state with sertain status, but I need to get total of more than one status.. ie. SELECT COUNT(*) as total WHERE state = 'PA'...