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I just had an agent tell me that they were on a call when they received a RONA. After checking CDR I can see that the were right, the ACD call came in 32 seconds after the personal call. They were on a 4621 VPN phone working from home, CMS V13 CM 5.2. How could this happen? ACD calls should not...

Maybe you should be looking at CDR under the agent's extension.

I usually do a LIST USAGE HUNT XXX in ASA on the skill number when something like this happens. It will list out all the vectors and vdns that the calls could be leaking in on after hours.

I always had better luck using b = Rep.SaveHTML("c:\cmsreports\AM Group Daily Stats.txt", True, "") instead of b = Rep.ExportData("\\FilePath\Daily\AM Group Daily Stats.txt"," 9, 0, True, False, True)

I wish we could do this too. We route calls to our fax server via AAR and every single call with no callerid is spamfax. On the voice side we use 'goto step x if ani=none' in our vectors and also 'if ani in table 5' (vrt tables) We do not allow calls with blocked ani to use our search by name...

It depends on how the vector is set up. It could say wait for 30 seconds and then route it to a general voicemail or another skill. When you set up a new RONA vector you should also set up 'ringing call automatically redirected from agent' in agent exceptions for that skill.

PAD, We use 4621sw phones. We had a hard time getting a20BVPN23255.bin. You will also need to update your 46vpnupgrade.scr file.

Call center release 4.0 and higher will allow you to do this through the ASA 'change agent' command. We only have Call center 3.0, so I set up an old pc with a scheduled task procomm plus script to log out agents using feature access codes via modem. I also use it to turn off send all calls...

I put in an 'ars digit-conversion' for 411, and routed them to free 411 so the people that haven't heard of google yet can still get their information. Matching Pattern Location Min Max Del Replacement Net Conv 1411 all 4 11 4 18003733411 ars n

We used to have that problem too and if I remember right the problem went away after we started using a20bVPN23255.bin and b20d01b2_3.bin

I just used a $35 6 port harmonica (port 1) and a patch cord to trunk my Avaya to the Shoretel and the t1 came right up. If that's what you are doing you may be able to figure it out from this http://www.l-com.com/multimedia/eng_drawings/EC806M.pdf

IVnortel, Great post. Anyone who can stir up that many replys from this crowd deserves a star no matter what they think!

We use a corporate WIKI page. You can track who updated what and when they did it.

change system-parameters features, tab 11 on my version 5.2

I would check Service Observe monitor tone or some headsets do this when their batteries are running low.

Stinney, It's not 20 percent. We have 300 agents that answer over 3000 calls a day. I think that's 1.67 percent Rona's. So, back to my orginal question though which still has not been answered. How many RONA's does your call center get? (and how many agents do you have?) Thanks

David, Thanks for replying to my question. You are correct, I am looking for how many times other call center agent's fail to answer. I don't think configuration plays much of a role however on how many times an agent misses a call. I think our call center is doing pretty well at about 50 per...

Hi, I think our call center(s) do pretty well as far as how many RONA's we get per month, but I have nothing to compare it to. How many RONA's do you get per month and how many agent's do you have? How many RONA's per month do you think an average agent should be getting?

It sounds like you may need to create an ACD group and have them use Available/Aux instead. Then you could generate reports, too. I think SAC is an abused feature, and since you can't report on it there is no way of knowing. We wrote a script that turns off SAC system wide every 2 hours.

mnortman, I think the report Stinney is talking about is under the (Historical) VDN catagory, called 'Report (Skill) Interval'