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  1. tiramisu

    "previous" button to go through directory entries??

    O, yes, we do love end users ! With the directory, a Previous button is not possible. This has to do with the way the directory functions: Say you need to look up Smith. By pressing 7 once, the directory goes over all possibilities with P, Q, R, S. Pressing 6 once next, the directory goes...
  2. tiramisu

    CMS call record error log

    Hi Mark, As you can see, the error-type is INFO (so not really a mistake!) You should check in your CMS system setup (data storage allocation) how many call records you have assigned. Apparently not enough as your call rate exceeded the capacity. This is no tragedy: all reports except for...
  3. tiramisu

    Most idle agent after coming back from AUX

    Hi Guza: That's why you should work with LOA instead of MIA: - MIA is a simple chronometer, keeps no history at all, and yes agents can cheat ! -LOA is a calculation for the whole login/logout-time. ACDTime (w or w/o ACW time) divided by STAFFTIME. The auxtime does not enter into the...
  4. tiramisu

    CentreVu Custom reports

    Tafkaf: You might solve this problem by leaving out your INTRVL kolom. So, in your report you would only have starttime: Only: "9:00" and not "9:00-9:30" regards, Tiramisu
  5. tiramisu

    CMS Reporting

    Tricky: Susan & Shaneymc are right: you should work with an integrated database. Historical & real-time tables can never be combined. Just to complete the info: to create integrated reports, you need to work with Report Designer, not ScreenPainter. Integrated Database is only available from...
  6. tiramisu

    BCMS Calls Waiting Problem...

    Dear CJH: This is completely normal because "calls waiting" is made up of 2 database items: INQUEUE+INRING. So, not only the calls really in queue but also the calls ringing at an agent's station are counted as waiting calls. Regards, Tiramisu
  7. tiramisu

    IP phone transfer problems

    I haven't tried that exactly, but this is something I often demonstrate in call centers when they have problems with transfers. The only thing I could think why it shouldn't work: - agents must have 3 lines - 2 of them are incoming last 1 is only outgoing regards, Tiramisu
  8. tiramisu

    Assist button call Skill not a Station

    Hi Michael: so you have to stick to an extension, - but you could have all your skill professionals using (directed) call-pickup to take the assist call ringing at that station - or you could have bridge appearances of this 1 station on all the stations of your skill professionals...
  9. tiramisu

    Automatic auto-in

    Hi: Really, DO NOT do this unless you really have to: you could have your agents work like conversant ports, this is: AAS-agents: automatic available split/skill. This is not recommended, because they will not be able to hang up a call, I am not sure that they will be able to claim ACW or...
  10. tiramisu

    IP phone transfer problems

    Hi: Maybe if agents were to work differently it would work: When they need to transfer a call, They should: - set the caller on hold - take a 2nd line & call IVR until 3rd party responds. - now press transfer, - press line 1 (caller on hold) - press transfer again. As such the transfer...
  11. tiramisu

    Routing calls to another number with Vectoring

    slengua: Can't you work with variables ? goto vector/step X if var L = 2 (lunch: route-to 8936) goto vector/step Y if var V = 2 (VoiceMail) ... (Make sure that you program the AD buttons directly on the phone of some of the agents) regards, Tiramisu
  12. tiramisu

    RONA

    Hi: This is only possible when you have multiple call handling activated on the hunt group Tiramisu
  13. tiramisu

    BCMS Vu Real Time Text Problem

    Dear Kid: You are looking at a report for a specific skill. However, some of your agents are also multi-skilled. Agents working for this skill will have acw. Agents working for 1 of their other skills will receive other-time (the acw-time is reported on the skill they are working for)...
  14. tiramisu

    Routing VDN to Coverage Path

    This solution will definitely NOT work. When you route your calls away to cov. answ. groups, they will never hit the next step in your vector. You'll need to think of something else. (why are you working with cov. ans. groups??: if you were to place these persons in a skill you could use the...
  15. tiramisu

    CMS Designer Reports...???

    Yes, As long as all your database tables are historical you can enter multiple tables in 1 report. your inputs will be: skill/date/times (point in time) You can insert the 3 tables & they will have all scroll tabs. The only problem is, when each of your tables have a humongeous number of...
  16. tiramisu

    Busy Indicator Vs Bridged Call Appearance

    Hi: Just 1 remark when using bridged appearances. Make sure the end-user knows how to transfer these calls if needed. When you receive calls on your own line by pressing trsfr you can transfer the active line. However, with these bridged calls, you will 1st need to dial the person you want to...
  17. tiramisu

    Automatic Messages Waiting

    John, I don't have any testing possibilities here, but I did have the same problem once also. Then I remember it was a stupid parameter on the audix hunt group that needed changing. What exactly have you put on the 2nd page -- this might help wokdabat maybe. Wokdabat, how do you refer to...
  18. tiramisu

    Here is the situation... I have a

    Dear pra4par: If you only have the definity to work with (no fancy CTI), then it has always been my understanding, that you need to collect the digits of the account code at the very end (right before queueing). By giving a CINFO button on the agent's station, the agent can push the button as...
  19. tiramisu

    Vector Call Queue Priority

    Green6, Is this "putting a call back in queue with higher priority" a necessity for your business, or just for testing purpose. Because, if necessary for business, you really should try CV Advocate: calls get automatically higher priority while waiting in queue, as the system checks...
  20. tiramisu

    Vector Call Queue Priority

    Hi Paul and Pete and however's on this thread by now, I've just been reading through it, and I was surprised to hear that you can requeue ! I guess, you're never too old to learn new things. On the queueing thing: - If you requeue, does that mean that the call takes a new slot in the queue...

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