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Also, why doesn't the Skillset Performance report provide stats on Calls Abandoned?

ok thanks. Is there anyone that can give see the report definitions above and give me a simpler response in layman's terms?

what is RCW? Also, does anyone have a layman's explanation of these 2 reports? • Application Performance Report The Application Performance report provides summarized performance information about your Contact Center Manager applications. The report gives an overview of contacts accepted...

hello, need some help on the canned reports that come w/AACC 6.4. we have one of our call centers running the Application Performance report as well as the Skillset Performance report from the Others tab. their complaint is that the reports don't show enough stats or the skillset performance...

Is anyone using Presence w/Agent Desktop? We just got it last week and I've noticed that the Availability field only shows Available or Online. But when someone is on a call, it doesn't change. The only field that changes is Phone State and it's either "on hook" or "on a call". Is that...

Thanks, but I found a resource to train me. I have experience in Symposium, but have spent very little time on AACC. I know that it's similar, just a different layout and you build a lot of the elements in different spots.

Thanks. We have 1 small difference, our AACC is integrated to an Avaya PBX, not Nortel, but I should be able to follow the steps you outlined above.

Using port 22 SSH, same as I have set up in ASA as a generic device. when i try to access SM, i never get a login screen, it just sits there, then times out.

Thanks for the feedback. I'm able to log in to the CM via ASA by setting up my SM as a generic device. For some reason, it doesn't work via Putty or Tutty and I was really hoping that Tutty would work since it's richer than ASA.

Ok, but you're not giving me the whole story. What are the pieces in Contact Center that I have to understand in order to build 1 full application? If I run a bank or a hospital or a call center and someone comes to me and says we need to order an 800 number and build a call flow for X...

Good morning tek-tippers, has anyone migrated from Symposium to Contact Center and know the ropes, so to speak? My office has both, I know Symposium but do not understand the ins and outs of Contact Center. I know a posting on here is not going to teach me everything and that's not what I'm...

hi, does anyone know how to close a variable for AACC over the phone instead of via a browser?

hi, does anyone know if an Option 11 or 61 or 81 can be backed up to the network instead of to a floppy disk? I have 8 systems that need to be backed up, preferably to a shared drive. I know LD 137 or 13x is for backups, just not sure if they can be backed up to the network.

Thanks to all for your feedback.. Since this is the first time I've done this, I still have some questions. Now that I downloaded the new firmware, which one goes on the server, the TAR file or the ZIP file? And does this get loaded on the Utility server or somewhere else?

why can't i download the 6.3.x firmware instead? i only ask because our CM is running 6.3 right now. does it even matter if the phone firmware is newer than the PBX software?

where do i get the standard firmware?

how do i check the firmware? the phone tells me it's Release 6.3037U. i know the CM is at release 6.3. Does this mean the firmware is also 6.3?

tried that, no luck. changed 46xxsettings.txt file, cleared phone, had it reboot, same issue. then restarted the phone, stopped boot process to enter Craft menu, no luck.

agreed, this is not for CM, it's for getting to the CLI in SM.

Does anyone know of any AACC training videos? I'm going to class later this year but am wondering if there are any videos out there that could teach me, specifically Orchestration Designer. Thanks in advance.