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
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...
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...
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!
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...
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.
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.
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...
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
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!
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!
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
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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