Search results for query: *

Thanks Guys for your replies, I think RCW is the way. I have come across the follow from the data dictionary just for your interest. LicenseStat views You can use License Manager statistics to view the distribution of licenses between each Contact Center Manager application—Contact Center...

My client has a very large contact centre AACC6.2 (serveral thousand agents)and requires a historical report which shows how many agent licenses have been issued over a day/week/month with a view to determining a trend. There has been an occasion in the past where more agents attempted to log...

Thanks for the info, very interesting, I never would have thought of this, however, the emails are showing as abandoned in the Application Performance Report, is this likely to be the same thing?

Our historical reports are showing that some emails in the queue are abandoned. The question I am struggling with is how can an email abandon? Any ideas?

Could someone quickly outline how to re-configure an existing IP phone to make it work as VOLO. I'm trying to figure out if it's just the TN that needs configuring or whether we need to frig with the S1 and S2 settings in the phone itself to get it to register to TN 0.0.0.0. Assume that all...

Is there any way of measuring the usage of the DSP's? We get a number "silent" calls and I'm wondering if it's because of lack of a DSP. How can I tell if I have enough?

I'm with Miles on this one. There is no reason at all to have a delay timeer. You should uses the break timer AFTER a call if you need give the agents a little time.

I think the database size is limited by the number of records the database can hold rather than disk space. This space is caculated from the information you enter during configuration, I think it is found on Historical stats Configuration. It is based on number of agents, calls per hour, etc.

Are your agents in loyalty_nalo force fed or manual answer? Lets assume they are manually answering calls else the scenario I'm about to describe will be invalid. So, the only time a call will hit section traite is if loyalty_nalo is IN service AND there is a free agent. Lets also assume there...

Go to configuration - historical stats and look at the settings for call by call stats and make sure the applications you are looking for are still maked for stats collection.

I think atascoman has the answer. Most master scripts start with GIVE RINGBACK WAIT 2. I have removed this statement on a number of occasions with no ill effects.

You're both right, I would say that extracting the raw data by sql and storing it separately is the best way. You can, as Rustedirish says, increase the time the server keeps the raw data, but this is limited more by the database size than disk space. The server will automatically overwrite...

Here's another question: Do the successful calls appear in the CBC stats? If it is just the dead air ones that do not, then this would suggest that the calls are not hitting the CC6 at all. I can't in all honesty say what would happen if you simply called the dialable DN without going through...

I assume from your posting that calls are arriving at one site and answered at another using Network Skillsets. In this case the call will arrive at the "local" site and will pass through the master script at this site and onto a primary script (application). In the primary application there...

Turn them on if you wish, the only limitation is the database/storage space. It's not a problem for the system.

It all depends on how your system is configured, the system administrator can choose how long to keep the raw data, but there are limitations on the database size. You need to look in Configuration - Historical Stats to find out. Typically, interval data is kept for a few days,daily data a few...

Are you certain that the agent is NOT in the skillset displayed?? Good point about the AGT display, check the phone set properties.

There could be many reasons there is no data: The skillset could have neen out of service for the time period of the report. If you are using an interval report perhaps you have gone back too far in time when the interval data is lost. May be that the skillset really had not taken any calls.

Lets just be clear what you mean: If you type the IP address of the web client application server into the address bar of the browser, it works. If you type the server name in the address bar it does not work? If that is the case either you have not specified the name correctly or there is no...

I'm afraid not. Once the call has been answered by an agent the script terminates and takes no further part. The best that can be done is if you have some application that starts a timer on the agents screen, it will be up to the agent to manually inform the caller.