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Hi Guys Is there any way to combine a number of VDN's into a single real time report on CMS? So for example... VDN 1 is sales VDN 2 is renewals But we want a real time view of combined performance of the two VDN's as well as individual? Hope you can help.

Hi EMC uses CMS for reporting Phantom calls are passed into CMS and you would report on these as you would for any other kind of call. Email is a phantom call, web chat is a phantom call etc

Hi, this also happens if we place an internal call between aura stations From what I have read the timer on the Signalling page is for aknowledgement of SIP connect attempts We have figured out a way around this by getting the CDN to play some hold music after picking up the call

Hi We are trying to pass calls from our CS1K over SM into Aura, do some vector programming (collect digits) then route to a CDN back in the cs1k. Very basic, using the SM SIP routing trunks. However, we noticed that callls that rang unanswered dropped after 3 minutes of ringing. We thought...

Hi I have agents who are getting calls hit the skill they have allocated, but upon answering the agent hears the announcements of a particular vector we are trying to get traces etc, but proving difficult to replicate any one had any experience of this before?? cm5.2.1

Ok, so using this method how would a call that say - queues for 150 seconds, affect your average handling time? It would add 150 seconds to it wouldnt it. Hardly fair on the agent. Best practice is surely to do your aht on your skills rather than VDN's

I know what you are saying but then you would have to run SLA against each VDN your AHT will include the vector steps wouldn't it?

Morning all My client has ordered 25 NGNs for a new campaign to run 3 months. They have employed 25 temp agents to staff these lines. No problem so far, routed to individual VDNs etc. Routing using EAS-MIA. However the client wants 25 seperate skills, 1 for each NGN....and each of these skills...

just recently my contact centre have complained about phones <acd turrets> freezing. requiring a hard reboot to resolve. I have updated the latest firmware to a bank of phones but again these are still internittently freezing. Short of swapping out the turrets, what else can i do to pinpoint...

Ive got a couple of clients that aree being quite particular with their announcments and opening times over the festive period. Basically, they are operating reduced opening hours, but during the closed period of these days they want a caller to hear a certain announcment (caller rings on wed...

There is also another way of doing this -add a button onto your bosses phone with call-fwd -add another button directly underneath it with abrv-dial list 3 dc 01 -change abbreviated-dialling personal <station number> -insert your bosses mobile number, remeber to put a 9 for outside line if...

I'm pulling my hair out! I am doing some Medpro firmware updates but each time I FTP the .bin file from my c: to the CLAN it strips all the data out of the file and transfers a file with 0kb of size. It also strips out the data from the source location. I have tried it from the c: and also from...

actually, ive just had a thought. Once the user enters the digits in the vector will the switch route the call through ARS again or try to route it to the old ddi, which will of course be redundant?

figured it out.... collect 4 digits after announcement v2 for none route to digits with coverage y route to {vdn} with coverage n if unconditionally I will need to test it tomorrow and will have to assign a skill to the {vdn} of the other advisers. But I think this will work.

Morning all Due to call recording requirements I am having to change the way our complaints department utilise the switch. Currently they all use DDI numbers with basic hunt groups and pick ups etc, these calls are recorded but arent tagged by our Verint I360 as they arent using ACD agent ids...

Brilliant, thank you will try it tomorrow

hi Is there any way i can remotely select options on a phone, been trying to turn dnd and send all calls off on some handsets in a remote site. I could busy out the station, but ive seen an engineer using the trace command to do something similar in the past but cant recall how he did it...

That seems like a perfect solution come to think about it. excellent, thank you for your help dufus2506. I will have a play tomorrow. Where can I get more info on the operand functions?

So the V1 variable would be set in the VDN used to enter this vector wouldnt it? This would work well, and I could also add other steps in there for guiding the person resetting the pin through resetting the "agent pin". Would the ADD function replace the current pin in aa or simply add extra...

Just checked and I do have vrt! I take it I can add the pin codes for the months in the steps of the table, but this would only give me a list of pin codes used. The requirement is to only allow access to agents who have a code for the month. Using the table option they will be able to access...