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It uses Sybase ASE as database

reason codes come on the marker info of Agent queue state .So if you hover on the small triangle in that state you can see that info.

This starts happening to customers after CCR put the restriction that report duration has to contain either login/logoff at least for shift time to come up for a particular day. So I think if your report duration includes possible login/logoff timings this won't happen.

Please make sure that your target list is Queue.

In IPOffice Manager it is specified Once a call overflows, it is presented to the first available member of the first overflow group listed. The Ring Mode of the overflow group is used to determine its first available member. However the No Answer Time of the original targeted group is used to...

10 GB is defined because for SQL express 2008 maximum database size is 10GB. If it is full blown SQL then that limit in CCR WebClient doesn't matter. It will grow till the specified size in SQL without problems .

Your Agent login/logout time has to be included in the report schedule. If login is before 9 and logout after 6:30 it wont come . Either one activity should be there in the time selected.

Currently thing you can do is generate a League table with System HuntGroup and OutBound calls as statistic , though not exactly number of outbound calls you will get , Only the ranking

Agent stats not available on WallBoard. But in reports outbound calls is already there in Agent Time Card report for each agent

As people already told Queue cannot make outbound calls. Using CCR you can use Monitor to see the number of outbound calls made by each agent.

You can report this issue to your BP and get an upgrade to 8.1 CCR which is far better in quality compared to 7.0

Number of Queues doesn't matter as such. Restriction for CCR support is wrt number of agents and supervisors.

It will be fine if your new HuntGroup is properly created with different extension and name

When you transfer the call to an agent then it will be considered as a direct call. I think You can get answered only in the form of Answered Ext non q for agent stat in real time

Mariah, In that case before changing product maybe you can raise a ticket and get clarifications from Avaya. Some of our customers had confusions when there were overflow calls are also involved and there can be confusions around counting of calls with CDR and CSR as CDR

You might be getting different result in CCR because of the targets you select . I think if you use target as queue everywhere you may not face the problem for Answered calls and Lost calls

You can change the CCR pointing to SiteB when siteA goes down in the admin section. You should have CCR agents and supervisor licences for SiteB

You can drag either System HuntGroup / Drag all your 4 groups to Wallboard it will automatically resize

Yes. CCR uses SSI interface and two CCRs can be connected to an IPOffice at the same time