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yes i knew it got "fuzzy" with abandons when multiple centers and networked skillsets were involved. as a possible alternative, does there exist somewhere or maybe with nortels own online documentation, a "data flowchart" that would show me how a call (or better types of calls) is tracked via...

ok, so i got "some" new info... its ALWAYS nice when they make changes and updates to the nortel system - or any system for that matter - and dont tell us database/reporting persons that need that information. so now we DO have network skillsets in place - ie as i understand it, a call comes...

i'll check on details of how the calls are overflowing, per what I have seen in the two databases it seems calls may be overflowing "both" ways - some skillsets are set to go to both switches simultaneously (is that possible?) and some only going to 2nd when they cant be answered on the first

2 call center servers. 2 switches... skillset from one "overflows" to same skillset on the other. i dont have full knowledge of the switch/networks, just the databases, i'll see what more info i can get. what more we need to know?

currently we dont use network skill routing, we use over-flow. at this time we dont queue calls to multiple skillsets so the abandon :should: be correct at each skillset but i fear it isnt. if i use application reporting (ie dApplicationStat) and get abandon from there, i know it will be close...

we have nortel installed across 2 networks, with separate database for each, with call over-flow going between each. we are using customer reports (via crystal reports) for custom reporting needs. I have read, and believe i have seen, problems with SkillsetAbandoned numbers (from...