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Hi, The historical agent reports will show some DirectAgent items. But, if you know how to create a designer (custom) CMS report you can choose all the DA fields you need. They start with DA_. The total acd calls answered by a direct agent: DA_ACDCALLS Regards Gea

By using the noansredir ( putting x rings to decide whether a call was acceptable or not ) I managed to create a formula which calculates a servicelevel. 100*(SUM(TOTAL_ACDCALLS)-SUM(NOANSREDIR))/(SUM(TOTAL_ACDCALLS)+SUM(ABNCALLS)+SUM(DA_ABNCALLS)+SUM(NOANSREDIR))

We are using direct agents instead of 'normal' agents. This is a business demand. Is it possible to measure the servicelevel of a direct agent? I cannot use a skill report for the direct agent skill else I would have used that. An agent report will show direct agent items but not direct agent...

@redphone Thank you. I've created a msi with all the settings needed and am going to use our policies to roll it out to a test user.

Yes, already tried that. Thanks for the suggestion.

Hello all, I am want to rollout OneX Communicator (latest version) to multiple users ( on windows 10 ) and have a question. The install itself with the msi-file works fine but is it possible to distribute certain settings like the signalprotocol and CM server address without using the...

Thanks for the help! We use the BRURI for the backup files but as we are on firmware 6.4 at the moment I think thats the issue. With 6.4 the ringer volume is not saved. As I am planning to upgrade to the latest firmware version I was eager to know how to avoid complaints from our users...

Hi all, Does anyone know if it is possible to keep the original ringer volume after a reset of the 9611G (H.323)? Every time a reset is performed our users complain that the ringer volume is loud again. Like it gets set to a default volume. I have looked at the 46settings file but do not see a...

jebloome, thank you I'll look for that patch

Thank you. First time log in is done with as an administrator, we already experienced that otherwise components are missing and the Avaya Contact Center webclient won't function properly.

Hello, I wonder if some of you came across this problem. Since we've migrated to Avaya Aura Contact Center 6.3 SP 10, our users complain that regular their Real-Time Display crashes. They are using windows 7, IE9(32) with compatibility mode enabled. The application log on the pc's shows...

We have agents who answer Symposium calls and after releasing such a call the break time sets in, no problems there. But when such an agent initiates a 'DN out' call or receives a 'DN in' call is it possible to give a break time? As far as I understand the call presentation classes only...

Thanks for the responses. There are 12 sets in the huntgroup It is indeed basically a problem with the attitude of the users and their chef, which doesn't help. I can disable the CFW per set manually but it would be nice if there was a way to do it automatically.

Meridian 81c We have a huntgroup with X members. What frequently happens is that everybody forwards their phone with CFW to the huntgroup and *forgets* to disable it again. Is it possible to automatically (perhaps at night?) remove the active CFW?

Thanks to you all. Its a fault in the phone itself. The swap with a working/not working set did the trick.

I've got a group of people using m2216 phones. When they log out of Symposium then some get "logout" in the display and some not. I've checked the phone sets but haven't seen anything that explains the display differences. When they log in into Symposium they all get "logged in" in the display...