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I'm trying to duplicate some methods I used with a Nortel system but now I'm using Siemens OpenScape Contact Center (OSCC) Enterprise v8. The reporting functionality in OSCC is not sufficient for my needs, so I'd like to query the ACD database via Excel. Has anyone done this and can provide me...

When callers contact our center they have 2 options in the IVR: option 1 is to hear status/availability of the system, and option 2 is to talk to a live agent. If the callers chooses option 1, listens to the message, then hangs up, this call is counted as abandoned. It could be before or after...

The date was still the same, just the time was off. I know this because the interval data I pulled for that day showed 2 sets of intervals for 5:30--it was weird. Does CCMA allow me to find out who/when the time was changed? I haven't looked at the logging data much, just know that some data is...

Last Friday our phone system "magically" reset it's system time back 12 hours. This caused a big problem as the new time (5:30am) is outside business hours so the gates closed and we didn't receive any new calls. Does anyone know how this could have happened?

I'm looking at the call stats for one application. When I run the app perf report it shows 2 calls offered, 2 calls answered. The skillset perf report only shows 1 call answered. How is this possible? This is causing havoc on my reports from Excel. They are working for every other application...

The call-by-call report is the only way to get this information. Nortel defaults to only storing a few days worth of stats to save database space, but you can ask the admin to change this setting. You're best bet would be to automatically pull the call-by-call data every day into...

I'll check with the admin. Thanks for the tip! Is the only way to retain agent names and ID associations to keep the agent info in Nortel forever?

Does anyone know why some of the mAgentPerformanceStat.AgentGivenName and mAgentPerformanceStat.AgentSurname fields would be blank? About 1/3 of the records for a given month are blank when I pull data from the table. When I run a report from CCMA the data just doesn't show up (though it did...

I was able to narrow down to the specific skillset and interval. I didn't try looking at individual agents, but I'm not sure how that would help me. In the end I still need to know where Nortel stores the numbers that show what happened to that extra call that was answered. Was it transfered...

I need the entire shift duration, which from what I can tell is more than just the LoggedInTime.

mlgmartin: - I'm pulling daily data, not interval data. And the desk isn't open at midnight which is the only time this calls offered/answered can cross the daily reports. DFKSydney: - I understand what you're saying, but do you know where "somewhere" is? Any idea where I might look in the...

Another good point. I am pulling data for a single day, from the "d" tables. The call center is only open from 6a-6p though, and I'm only looking at daily totals, so that is why I don't think it is an interval issue as such.

We have a couple dozen applications and skillsets. This particular app/skillset map 1-to-1 to each other, though there are 5 total applications/skillsets that this same "desk" handles. Does that make sense?

How can Calls Answered be more than Calls Offered? The Application Performance report shows 855 calls offered and 855 calls answered. The Skillset Performance report shows 856 calls answered. Unfortunately I just do reporting and was told to use these 2 reports to get the data. I don't fully...

I'm querying the eAgentLoginStat table and need help with the SQL. I want to get the shift duration for each agent per day, so I need to do a group by Timestamp and AgentID in the query. the problem is the timestamp doesn't group by day because it has the time in it. How can I convert the...

Got it answered. McAfee by default was blocking outbound emailing from mass-mailing/worms. On one machine excel.exe was added as an exception but this wasn't the case on the new machine.

Hi All, I've got an Excel VBA macro that successfully sends an email using CDO. I am trying to run the exact same code on another computer and I get a "Transport failed to connect to the server" error message. Does anyone know how to fix this? I confirmed that I can send an email using Outlook...

Hey everyone, I don't have any experience with Nortel ACD but I just took over someone's role and now I have to figure out how to report from ACD. I've been using article 1263747 on this site to configure the ODBC connection but it's not working for me. I'm hoping someone can provide some...