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'As is' v11 CMS Supervisor doesn't like to be on the same pc as a v12 instance. If v11 and v12 are going to cohabit a workstation, be sure to install the v11 patch that addresses this issue...

Depending on your volume, you can look at detailed call history in the call_rec table - there is a field called talk time (the length of the call in seconds) and a set of fields called CWC, CWC2, CWC3, CWC4, CWC5.. if the CWC coresponds to the the 'sale' CWC and the talk time is less than, say...

Oops.. Above I meant to say 5000 calls max and 400 calls in a 20 minute period... Also, If you don't see anything for your call records, be sure to check your data storage allocation settings in Tools > System Setup. Number of Call Records (0 - 5000) should be 5000..

If you get no call records on the call_rec table, be sure your 'number of call records' setting is 5000 in your data storage allocation form within Tools > System Setup... It may be defaulted to zero... If you are bound and determined to get the records without ECH, you can use the Openlink...

I hate this limitation about CMS... how could they have missed this one? Two workarounds: 1. If you client is storing any detailed call data you can take the max and min disptime (from External Call History) by VDN and Day. 2. Otherwise you may be stuck querying to find the earliest and...

Depending on your call volume on the ACD you may run into limitations with the call_rec table. First, the table only stores a rolling history of the last 1000 calls. Also, if your call volume exceeds 400 calls per hour, the inserts to the call_rec table are suspended. If this sounds like...

I am trying to find a way to get an easy batch dump of all Vector, VDN and Skill settings to compare to the previous week's data dump for change control purposes. I'd like to do this without going into ASA and dumping each one individually. Avaya gives me periodic Pro Vision downloads of all...

Is it possible to restore High Availability CMS in a 24 hour shop? Would the time it takes to initate and complete the backup to the first database represent time lost in the back? Thanks in advance..

We chose to do a simple ETL each half hour to an Oracle DB via the ODBC link. Split and VDN data doesn't grow too fast, but you may find that HAGENT (interval agent data) may grow quickly as it creates a record for each individual skill that an agent is logged into in the interval. We found...

This post is initiated out of reporting issues on our Davox agents. In short, whenever I initate an outbound only campaign, my agent is never explicitly logged into the station under their ID. Davox delivers calls to the device, but there is next to no measurement because they are not...