Search results for query: *

You can try to run it in Microsoft Edge with Internet Explorer mode. See page 31 https://download.avaya.com/css/public/documents/101059023

The @report_data_range refers to a blank formula with name: report_data_range Can you create that formula? And try again? Just leave it blank. It is used for passing the date/time interval from the selected Data Range bur there is no need for ebedding it in the report.

We've upgraded the Nortel PBX to CS1000 and now are on AACC 6.4 (still with TDM phones and Call Pilot). So I will do the following steps for a new customer entry: Build CDN in CS1000 Build CDN in AACC, acquire CDN Build ACDN in CS1000 Build Skillset in AACC Build Script in AACC referencing new...

The steps in Contact Center (AACC 6.4) are similar to Symposium. There are differences in 'look and feel', f.e. Scripting now goes via an application called 'Orchestration Designer' but all will seem familiar (some of our Script Variables are still from 2004 ;-) If you also upgrade to...

If the Activity key is not flashing check if the NRAC prompt in LD 23 of the ACD Queue is set to: YES

Yes; if you work with access messages the syntax is: COLLECT <max_num_of_digits> DIGITS INTO <call_digit_var> {NO TYPE AHEAD} {INTER DIGIT TIMER <timer>} {WITH TERMINATING CHARACTER <terminating_char>} Use the optional: NO TYPE AHEAD keyword: Use the NO TYPE AHEAD keyword to tell the system to...

So the only way is (re)creating the (application or skillset) report via the Report Creation Wizard (or use Crystal Reports). In the RCW open the existing report and add 'Site' via the 'Field Selection' and add 'Site' to 'Grouping'; this should list the call details per site.

If you can obtain the call details per site (or team) you can (re)calculate the site Service Level for that skillset. A Service Level can be calculated via different formulas: Service Level: (%Calls_Answered - %Calls_Answd_Aft_Threshold)*100/(%Calls_Answered + Skillset_Abdnd_Aft_Threshold)...

An application is a script, under the master_script, where a call is handled with f.e. wait loops and messages and were you route (QUEUE) to a Skillset. Agents are allocated to Skillsets so I prefer running the Skillset performance report (since the times mentioned in the application report will...

Don't know what is needed to enable the 'Symposium Call Center Server Integration' but 'Symposium Voice Services' is not listed in the CP configuration wizard. Think no special keycodes are needed to make use of it. If you go to System, Service Directory Number, and click the New button you can...

It's an oldie": Rel 4.5, CC6.0 Entering activity codes during a call and in NRD time (and reporting on it) works fine, but the key stops flashing directly after a disconnect from the caller..

The timer on the D-Channel is the same as before and don't like to change those settings. Altering the break timer in the Call Presentation Class does not help; I cannot enter an Activity code in the After Call Time, the call disconnects immediately.

We use Activity codes and reporting in our Contact Center environment. Users now complain: the time to enter an Activity Code after a disconnect of the caller is to short. We migrated to another ISDN-30 provider. Before the migration there was a tuut-tuut-tuut tone after the caller disconnected...

Think you are right; can't find shortcalls in the application database? If you look at the AgentPerformanceStat database there is an item ShortCallsAnswered with description: The total number of local Contact Center Manager calls, ACD calls, NACD calls, SIP voice calls, local multimedia...

Do you reach the remote sets when you dial the ACOD of the route and then the (7 digit) phone number? If so you have to double check if the CDP points to the correct RLI and route and has a FLEN of 7. If you still have problems post your question in the Nortel: CS1000 (Meridian) systems Forum...

That is correct: the call will be processed by the remaining instuctions in the Master Script, it just does a check on that DATE (range) of the variable and plays a message if the date is a match.

From the 'Performance Management Data Dictionary': CallsAnswered Description: The number of contacts, excluding DN calls, answered or accepted for this application. CallsAnsweredAftThreshold Description: The number of contacts—excluding DN calls, ACD and NACD calls—answered or accepted after a...

Do you have the proper ActiveX controls installed in Internet Explorer? If so what CC version do you have?

One solution is to generate a list of all the sets (with TN's): LD 117 INV GENERATE SETS Wait (can take a long time) until finished.... Capture the output of this commando: LD 117 INV PRT SETS All (IP) sets with <Unavailable> are not connected, for the remaining you will see the connected...

Looks like the pegging on the 'old Nortel CC 6.0'; Since that database is setup in 15 minutes intervals there is a lot of pegging on 'default Activity codes'. Example: If a call arrives at 12:14 at an agent and the agent enters the Activity Code at 12:16 a 'Default Acitvity code' is pegged...