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Abandoned = customer hangs up Terminated = call handled OK following the script. Call can be routed, given IVR or whatever. Nobody has talked to the customer, but call handling is terminated as it should be as stated in the script. Typical example given an out of hours message. Note that if the...

A MSB key alone does not make an ACD phone. When you hit MSB you open up for calls one the phones normal extension, not the ACD calls. 1. With LED on the MSB both lines are blocked, you are Logged Out of the ACD queue and the phones own extension number will return Busy. Phone closed. 2. When...

In the programming of the phone. Last Number Redial Allowed. One of the Features you should always remember to allow when adding a new phone to your PBX

Good idea Utreg - when the skillset permanently is manned by only one agent Not ready makes no sense anyway, since nobody else can take the call. But have you thought about that when the only agent are Logged Out, the skillset are inactive and you cannot queue to the skillset?

When on hold the call is "owned" by the phoneset who has answered the call. So giving the caller a transfer option through a menuchoice are too late. Do it when the caller still resides in the queue, not when the call is terminated on a phoneset.

I often show people how they can go to erlang.com and use the C calculation.

And you have shut down GRTD and started it again? - Also you might try to shut down the SCC server and start it again. Can you see the skillset in the normal real-time skillset display?

It would help if you could tell us your version number? Trouble is, it sounds like your version is an old one, since you do not use the WEB interface. Lets see if I can go 8 years back: If you have the SMI client installed you should look under Call Flow Administration, Scripts If you do not...

If you got any specific questions, feel free to ask me..

Any agents connected to the Skillset and logged in?

You do not state your program version, but if you use the WEB interface you will have access to the Report Creation Wizard. Go to Historical Reporting - menu Reports in upper left corner. There you will find your Wizard. One of the sample reports in the wizard summarizes the Intervals into...

Since all calls are offered to the Master Script, why not run the Application report on the Master Script using Interval reporting (you will of course not get the answered calls there)

The name of the Agent disappear, but you should be able to see historical data under the Agent ID - the report will still show the Agent ID, but not the name..

Nice to use the Designation field to tell where the phones psysically is situated - especially if its IP phones

Are you sure your database contains data from the wanted period? If you run the report ad-hoc, does it contain data then?

Thanks dulfo666 - but since it is close to 200 phones that have to have this programming, it would mean close to 400 hunt groups. I hoped there was a feature I had overlooked that could solve it. If only it was ACD phones we could fix it via the programming of the ACD queue - but sadly it is...

Thats an idea. I will suggest it to the Customer. Trouble is, they will forget to turn it off.

Think I have tried that. Trouble is, Key 0 is a secondary number with Auto answer to be used by their Trio Agent only. Key 3 is their personal DN. Both numbers are marped.

I take it you have a Symposium Express? The option you have with Call Treatment is to roll over to another Skillset after the specified number of seconds. In order to get it to work you have to specify the Overflow Skillset in your Call Routing (Priority with an arrow). However, you want to...

Got a customer, who wants a SCR on Key 0 and another on Key 3. However, they only want to be able to receive one call at a time - if Key 0 busy, Key 3 should also return busy and vice versa. Wonder what I am missing - or have forgot?