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Hello The current call center I'm working on is setup with 2 skillsets. Agents in skillset 1 have an ACD of 1037 and agents in skillset 2 have an ACD of 1038. I'm adding a 3rd skillset and thought about making things consistent and changing all 3 to have the same ACD # on key 0. What is the...

Hello The current call center I'm working on is setup with 2 skillsets. Agents in skillset 1 have an ACD of 1037 and agents in skillset 2 have an ACD of 1038. I'm adding a 3rd skillset and thought about making things consistent and changing all 3 to have the same ACD # on key 0. What is the...

Hello. I'm looking to clarify whether some of my scripts would cause a closed message to play during business hours when all agents are busy on active calls. I had someone report that this happened recently and what we need to happen is for the caller to get queued and hear music until an agent...

Hello. I tried reporting through Element Manager for the first time by going to Phones/Reports and using one of the default reports provided. I noticed my new call center phones that were just programmed are the only ones that show ANIE(-1) on Key 0 and also again after the name. If I view the...

Hello. Can anyone tell me if there's a good doc to reference when trying to figure out what all the abbreviations mean when printing out ACD's and CDN's in LD 23? I've referenced the book on Automatic Call Distribution Fundamentals NN43001-551 but it seems some of them aren't in there. Most of...

Hello. I'm looking for some documentation on best practices when designing a call center. We have some call centers that were designed a long time ago and we often have requests to re-design them from departments. Is there a data collection doc out there that anyone uses when meeting with new or...

Hello. I'm looking to run call reports on an extension that is MARP on key 2 of a users phone. This user has the their personal ext MARP on key 0 and there rollover on key 1. Can anyone tell me if it's possible to collect call details on inbound calls specifically to key 2? Our call accounting...

Hello, I am currently working on a new script and I can't get the time of day to work the way I'd like, see below. I'm not experienced in scripting so bare with me. I want calls outside of business hours to be routed to the closed message, currently it happens when everyone is logged out...

Hello, I built a new authorization code in ld 88 with the intent to assign it to a new user who needs long distance access on a phone that needs to be restricted to everyone else. The phone he wants to use is restricted to just 911 and internal which is NCOS 0. I want to leave this restriction...

Question. If there is no numbers set under a specific skillset or application threshold class will the reports follow the settings of the template? We have each call center setup under threshold classes but none of them have any numbers for service level threshold or short call.

Question. If there is no numbers set under a specific skillset or application threshold class will the reports follow the settings of the template? We have each call center setup under threshold classes but none of them have any numbers for service level threshold or short call.

Hello, I tired to post my question in the call center solutions forum but haven't received a reply. Maybe you guys can help me out. I saw in a previous thread that changing NRAC in LD 23 will fix my issue with account codes on our 3905's. Can someone tell me if that change in LD 23 can be made...

Hi Everyone, I saw in a previous thread that changing NRAC in LD 23 will fix my issue with account codes on our 3905's. Can someone tell me if that change in LD 23 can be made during business hours without any impact to operations

Hello Everyone. I am trying to understand how thresholds for historical reports are configured. I'm working with an AACC 6.2. I noticed that for the particular skillset that I am running reports for has no service level threshold or short call numbers setup under Configuration/Threshold Classes...

Hello Everyone, Can someone tell me if there is a way to run a report to identify the inbound caller id information to a specific call center queue. We have some call centers that are trying to determine where there calls are coming from, whether it's internal from another queue or directly...

Hello Everyone, I've been asked by my direct report to add new user credentials for the new vendor who will be coming on board soon. I was able to figure this out in Element Manager no problem and have successfully logged into all our phone systems with there credentials. I tried those same...

Hello, I was recently asked to setup a new line for the Security department in our building. They asked me if I can have a DID number that rings the secretary phone and if she doesn't answer then it rings a group of 3 phones. I am unsure how to set this up. I've setup MCR's in the system before...

Hello All, I installed an IP Office 500 about 2-3 years ago for a friend while I was working for a vendor. I used to have the flash drive with his config on it but seem to have misplaced it. I know longer work as a vendor or on IP Office, now he wants to gain access to his system so that they...

Anybody have any suggestions why I would have agents who show up taking calls all day on other reports like Agent by Skillset Performance but show zero's on Agent Performance reports? I looked to make sure their Position ID's and Login ID's don't conflict with any other extensions in the system...

Hello everyone, I've had a few complaints that users are getting a busy signal once in a while when calling x4479. This extension is MARP on one 3903 and has a rollover of 5479. The only other phone these extensions are on is his secretary's phone, she has his extensions on keys 2+3, not MARP...