Search results for query: *

So it sounds like it does make sense to have separate ACD's for a department with several skillsets, as opposed to having them all in one. Will reports be confusing when an agent takes calls in a different skillset?

Hello The current call center I'm working on is setup with 2 skillsets. Agents in skillset 1 have an ACD of 1037 and agents in skillset 2 have an ACD of 1038. I'm adding a 3rd skillset and thought about making things consistent and changing all 3 to have the same ACD # on key 0. What is the...

Hello The current call center I'm working on is setup with 2 skillsets. Agents in skillset 1 have an ACD of 1037 and agents in skillset 2 have an ACD of 1038. I'm adding a 3rd skillset and thought about making things consistent and changing all 3 to have the same ACD # on key 0. What is the...

That worked, thanks again for all your help! I activated the script above and altered the loop section like you suggested. In the new script there's a mention of PRIORITY 1, only one time in that loop section at the end. What exactly does that mean? Previously PRIORITY was listed multiple times...

I tried to activate the following script based on your example and it won't save. See below. There was also an information error but I forget where. Does the spacing and indents matter in the script? Any other issues you see? GIVE RINGBACK IF (DAY OF WEEK <> Bus_Days_gv)...

Thanks for all your feedback on this bignose21. To answer your questions, yes the hold messages are just generic " all agents are busy etc...". Does this mean after 2 minutes they get sent to the closed route? SECTION First_Loop IF AGE OF CALL > 120 THEN EXECUTE Closed <--Escape after 2 mins...

How's this bignose21: IF TIME OF DAY <> 7:00..16:30 THEN EXECUTE Closed END IF IF NOT OUT OF SERVICE SKILLSET ABC_Billing THEN QUEUE TO SKILLSET ABC_Billing WITH PRIORITY 1 WAIT 2 ELSE EXECUTE Closed END IF GIVE IVR 7035 WITH TREATMENT 12345 GIVE MUSIC 1 IF NOT OUT OF SERVICE...

Hello. I'm looking to clarify whether some of my scripts would cause a closed message to play during business hours when all agents are busy on active calls. I had someone report that this happened recently and what we need to happen is for the caller to get queued and hear music until an agent...

Can you elaborate AvayaHE? I need to be able to get a peg count on calls to this MCR. It's currently giving me that. All 3 phones with the MCR already have their DID and Rollover line on key 0 and 1 so I was unable to pull reports through our Call Accounting system. I'm open to suggestions

Any idea why reports in EM would show ANIE(-1)? It's only for new phones recently built and the field is blank when I search them. The 100's of others look fine except these

I have a department that would like to consolidate 3 skillsets into 1 and make one big call center with 30+ agents. I want to avoid callers getting constantly transferred around as well as making sure the calls get evenly distributed. The only option I could think of would be to set different...

Hi Guys. I'm coming down to the last few days before my new call center goes live. Does my script look okay above? Test calls seem fine. I only have 2 hold treatments so I believe if the caller stays on hold for awhile, the 2nd treatment keeps repeating after the music. Just trying to dot my i's...

Hello. I tried reporting through Element Manager for the first time by going to Phones/Reports and using one of the default reports provided. I noticed my new call center phones that were just programmed are the only ones that show ANIE(-1) on Key 0 and also again after the name. If I view the...

Great guys, thanks for clarifying. I have another situation that may be relevant in this discussion. I'm building a dummy ACD in order to get a peg count on calls transferred to an MCR. I have it working by creating a CDN that DFDN's to the ACD, then the ACD NCFW's to the MCR. I acquired the...

Interesting. I was thinking the opposite, where the more experienced agents should be in the front line to make things more efficient but thinking about it I guess that makes sense. So Avaya doesn't have any books on this type of stuff? It would be great to have something to reference when...

Hello. Can anyone tell me if there's a good doc to reference when trying to figure out what all the abbreviations mean when printing out ACD's and CDN's in LD 23? I've referenced the book on Automatic Call Distribution Fundamentals NN43001-551 but it seems some of them aren't in there. Most of...

Hello. I'm looking for some documentation on best practices when designing a call center. We have some call centers that were designed a long time ago and we often have requests to re-design them from departments. Is there a data collection doc out there that anyone uses when meeting with new or...

Just following up. I never built a script for this like mentioned above. Would that change anything? I'm getting reports to work but I'm wondering if not having the script in place would affect anything. For instance all calls peg as terminated, would the script allow me to see offered and answered?

So I have this working in a test environment. Built an ACDN with NCFW to an MCR on a phone. Built a CDN with the DFDN to my ACDN. I can run CDN reports to get offered calls, but it won't show answered, which is fine and also expected since they are all considered terminated because of how it's...

Stanley, when I go to build my CDN in LD 23 I get an error code basically saying I need to have a valid ACDN under DFDN. Is there a way to avoid that?