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If you have it, the EC500 feature sounds like exactly what you want to use here. The other option would be to use a 2nd coverage path, and program the FAC to change between coverage paths on an autodial for him.

Changing the refresh to midnight might be the best way for you to go there. I asked about the set type because we recently started using 9650s for some call center agents. The timer doesn't work at all on that set type. I had to use time-agent-entered-state on a separate vu-stats format in...

The agents should be hitting a vu-disp button before changing states. The timer will then show how much time has elapsed since they went into any state (avail, aux, whatever). If they aren't logged in, there's nothing to measure. What set type are they using?

Personal Operator Configuration" can be set to "yes" in the COS to allow the user to define a personal operator. (It will then be an option under personal configuration.) For the administrator to assign a personal operator, it's done in subscriber management, personal operator mailbox.

Not sure precisely what information they're referring to by call path reports, but perhaps this will get you in the right direction. Try running "list measurements call-rate voice" and "list measurements trunk-group summary yesterday-peak" and see if those give you the info you're looking for.