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I'm trying to duplicate some methods I used with a Nortel system but now I'm using Siemens OpenScape Contact Center (OSCC) Enterprise v8. The reporting functionality in OSCC is not sufficient for my needs, so I'd like to query the ACD database via Excel. Has anyone done this and can provide me...

When callers contact our center they have 2 options in the IVR: option 1 is to hear status/availability of the system, and option 2 is to talk to a live agent. If the callers chooses option 1, listens to the message, then hangs up, this call is counted as abandoned. It could be before or after...

Last Friday our phone system "magically" reset it's system time back 12 hours. This caused a big problem as the new time (5:30am) is outside business hours so the gates closed and we didn't receive any new calls. Does anyone know how this could have happened?

I'm looking at the call stats for one application. When I run the app perf report it shows 2 calls offered, 2 calls answered. The skillset perf report only shows 1 call answered. How is this possible? This is causing havoc on my reports from Excel. They are working for every other application...

Does anyone know why some of the mAgentPerformanceStat.AgentGivenName and mAgentPerformanceStat.AgentSurname fields would be blank? About 1/3 of the records for a given month are blank when I pull data from the table. When I run a report from CCMA the data just doesn't show up (though it did...

How can Calls Answered be more than Calls Offered? The Application Performance report shows 855 calls offered and 855 calls answered. The Skillset Performance report shows 856 calls answered. Unfortunately I just do reporting and was told to use these 2 reports to get the data. I don't fully...

I'm querying the eAgentLoginStat table and need help with the SQL. I want to get the shift duration for each agent per day, so I need to do a group by Timestamp and AgentID in the query. the problem is the timestamp doesn't group by day because it has the time in it. How can I convert the...

Hi All, I've got an Excel VBA macro that successfully sends an email using CDO. I am trying to run the exact same code on another computer and I get a "Transport failed to connect to the server" error message. Does anyone know how to fix this? I confirmed that I can send an email using Outlook...

Hey everyone, I don't have any experience with Nortel ACD but I just took over someone's role and now I have to figure out how to report from ACD. I've been using article 1263747 on this site to configure the ODBC connection but it's not working for me. I'm hoping someone can provide some...