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  1. Merrie

    Changing skills automatically

    Hi one of my users has assured me that it is possible to change agent skills automatically based on the time of day. Has anyone else heard of this? thanks Karen
  2. Merrie

    CM 5.1 VDN Override and VDN display

    Hi, I need to work out a way of displaying the top level vdn on the agents turret. My vector is programmed: goto step 21 if time-of-day is sat 12:30 to mon 08:00 07 collect 1 digits after announcement V1 for none 08 route-to number V2 with...
  3. Merrie

    CMS auto scripting to run weekly reports

    thread690-856724 Hi I've set up a script to run a weekly vdn report and another to import it into a specific file using windows scheduler. I wondered if it was possible to amend the script so that it would change the date of the report automatically and also change the name of the file...
  4. Merrie

    CMS R15

    Cheers, I thought that was the case!
  5. Merrie

    Need a vector..

    try: 1.collect 1 digit after announcement xxxx 2.go to step 4 if digits = 1 3. go to step 6 if digits = 2 4.route to number (insert manin console number) 5. stop 6. collect 4 digits afer announcement xxxx 7.route to digits with coverage y hope that helps!
  6. Merrie

    CMS R15

    I've been asked to set up a CMS report that shows ACD time or call length in increments, similar to the skill call profile report. so it would be: number of calls with a call length between 2-5 minutes = X; number of calls with a call length of between 5-10 minutes = X and so on.... I think...
  7. Merrie

    Call recording and Ofcom regulations

    that was my suggestion. The compliancy guy is worried that they may forget, so he wants a technical intervention before the call is directed to the user.
  8. Merrie

    Call recording and Ofcom regulations

    Thanks for that. My personal thought is that our Compliancy guy is taking the FSA/Ofcom regs to a too granular level. That may be because I'm the one who will have to put all the additional programming in place! Be interested to know how other companies work this out.
  9. Merrie

    Call recording and Ofcom regulations

    call them back from a line that is not recorded.
  10. Merrie

    Call recording and Ofcom regulations

    there is a requirement in the company that calls to customers are recorded. the simple option is not an option.
  11. Merrie

    Call recording and Ofcom regulations

    Hopefully this is in the right place. We are currently refreshing our voice technology and implementing a company wide IP solution. Its a bit of a departure, because up until now each division within the company had their own telephony setup. This problem has come up: The call centre is...
  12. Merrie

    calls ringing on an agent turret

    wont that send calls to the headset? He needs them to actually ring.
  13. Merrie

    calls ringing on an agent turret

    Afternoon, One of the team leaders in our call centre has reported that when he is logged in with his agent id he only gets a short ring for internal calls. Is it possible to change this so that he gets a continuous ring? His extension and login id are not set to auto-answer. Cheers, Merrie
  14. Merrie

    VAL manager set up

    ah ha! I had a feeling it was something like that. Thanks for your help. I'll let you know how I get on once I've managed to convince our IT manager I need a software upgrade!
  15. Merrie

    Music on hold

    try testing it by putting a call on hold. If it still doesnt work, check your MOH system.
  16. Merrie

    VAL manager set up

    the val manager is version 2.0.8 and the avaya is version 13. the avaya is ipt rather than tdm
  17. Merrie

    VAL manager set up

    Hi I still havent got it to work. I think that either my version of the software needs a patch or, there is stil a firewall in place. I've got avaya coming in next week, so hopefully we'll be able to resolve the problem. I'll post up anything I learn!
  18. Merrie

    VAL manager set up

    THanks for your help, everyone. on our G3si I've got VAL manager set up with the ip address of the CLan card and that works fine. Its the new IP switch I'm having problems. I'll give it a go using the IP address of the VAL board itself and see how that works. cheers, Merrie
  19. Merrie

    Question about a vector

    how about 54100 - is it another extension or voicemail?
  20. Merrie

    Question about a vector

    Hi Rick Do the phones in your hunt group have cover paths? If so, you will need to change line 7 to read "route-to number 54100 with cov y if unconditionally" Merrie

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