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Ok I have yet another question... I have a supervisor that is wanting an alert when an Agent is in a conversation greater than 15 minutes. 1) Is it possible? 2) What are my options? I am thinking the only way to do this would be on a Supervisor Realtime view or WallBoard where I could do...

I have a couple of questions: 1 - What determines the estimated wait time in queue? I found this in documentation: "The first call’s estimated waiting time is always 0 until the first call is answered with an answering time >0". How does it calculate the average wait time in queue? 2 - If I...

janni78, Would you be willing to send me a pick of the IVR and Call Flow you used to make this work? I have tried this two different ways. Once with the canned script and the other I built myself and I am able to get the call back with queue position to work on that one, but I am unable to...

All, I have configured a call back IVR (using the callback_simple_number sample template). The CallBack works, but I am unable to get the keeping their place in queue to work. Can someone provide me with a script example that includes the capability for the caller to enter their number as...

Great Thanks!

How do I had change the Outbound Caller ID for IPOCC Agents? When I currently make an outbound call from the Agent UI it comes across as restricted or unknown. Please help...

I am having issues with two things: 1) I completed the Configuration Worksheet for my IPOCC config. I ran the Data Import tool at the end of this worksheet and it completed successfully. I then copied the DataImport.exe and .csv files to the IPOCC server. When I ran the file on the IPOCC...

I have a 9.0.5 Server Edition that System Events is not sending out emails when 911 calls are made. This worked initially, but for some reason stopped working recently. Voicemail to email works fine. I have gone over the system settings several times and I not seeing where the break maybe...