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which version of expected wait algorithm are you setup for? (Global Settings) NES EWT or Enhanced EWT? If enhanced EWT it needs calls in queue for 10 minutes to learn the time to wait (based on a Avaya algorithm not the heritage NES process), it gets more accurate as more calls are process...

are you using call forcing with these agents? If so you can check the call force delay timer. If not I believe there is a timer that can be set call after call break these are defined in the call presentation class.. also are the skillsets setup to deliver oldest call or first call in queue? Has...

the current default email call flow/ script will check time of day and defer emails until the contact center is open. send emails to a new skillset might be a band-aid, AACC's job is to get contacts routed to a logged in agent for processing. if you send the emails to a new skillset during off...

silly question to your agents have the proper NCOS assigned that allow access to BARS/NARS to make outside calls? Also check the TARG listing on the trunk routes for outbound calls if they match the TGAR of the station that will also block the agents from making outbound calls.

What release is the contact center? is it on a CS1000 or a CM? I think I have seen this before..

there is also another way to get the email back to the same agent, in AAAD when the email is presented there is a "Take Ownership" tick box, if the agent checks this box CCMM will attempt to route an new contact from the email address to that agent first. Drawbacks: If that agent leaves the call...

since you are using the play voice segment command, your call pilot must have access ports licensed in order for this feature to work. you can't use play voice segment with normal voice channels on the call pilot ( sorry design intent). Does that help? Yes AACC 6.2 at times will have issues with...

Yes this can be done via the use of the union break timer in CCMA. if this timer is defined the agent will go into not ready for X seconds based upon what you define the break timer to be. Glenn Thomas ACIS AACC

Actually when a call returns to queue on Symposium or AACC, it does not go to the end of the queue (unless there are calls with a higher priority in front of it). The call is marked to be the next call presented. again the only way the call is not presented next is if it has a lower priority...