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Dear All I am getting an error and it has now become extremely difficult for me to troubleshoot... The error is " SPI session error: data collection session is down" My CMS gets the data from my switch (S8700 V11) through a dedicated CLAN... The network connectivity between the CLAN and the...

Dear All Can some one throw some light on the Total-ACD-time calculation formula as can be seen in a skill wise summary daily report.. If an agent takes 50 ACD calls and if the average ACD-time per call is 180 seconds then how will be the Total-ACD-time calculated. Thnx in advance... Robonix.

U are the man 'mwarren' and u deserve a star.... Thnx Robonix

Dear All Has anybody programmed a call Whisper in a Call Centre environment ? I have figured out that this can be done using VOA e - VDN of ORIGIN ANNOUNCEMENT extension...... The agent should be able to a hear a message explaining the source of the call... This announcement is hardcoded with...

Hi Did you check the FRL value on the station COR and the trunk COR? Also check the Total MIN and Total MAX digits in the ARS table if you are using one. OR you can check the Digits Deleted/Digits Inserted on your route pattern. OR you can check it out with your vendor for this particular...

Hi Mahesh what u need to do is create a seperate partition route on ur switch for international calls. Pad ur dialled digits with a "112" or "113" or something unique. For eg if ur TAC is 501.........then in order to dial out users should dial (501112+International number)...

Hi Whitfield How does the conrol come on step 9 ? Have you set "acceptable Call handling time" for skill 1 = 60 secs ? Just want to ask you whether the call gets abandoned on skill 1 after 60 secs ? All reports running on Skill 2 will not take any other skills in consideration...

Did u replace the DS1 boards ? Robonix.......

Hi Would help if you let us know the Vector u hav programmed. Regds Robonix......

Hi You can enable CDR (call detail recording) on ur switch to capture the duration of the call for each and every calls answered and made.... Regds Robonix.........

Hi I think u have to busy out the D channel on the signalling group before removing the bearer channels and the trunk group....this is how we do for Rll..... Regds Robonix......

Hi Europe Thats right our Voive traffic is on an stable E1 link.This is an IPLC ckt between my country and the US. And we dint have any upgrade.we have actually bought S8700 R11......... any Ideas ? Robonix.............

Hi Donna We too are facing similar problems..... Are u guys using any Multiplexers? or any Bandwidth managers? We are assuming the problem to be with the Multiplexers for this matter.This can also happen if at all there is any fluctuation on the link which carries the Voice traffic.... If at...

Hi Guys I too have a TN2501 VAL-announcement card......I've got a wav file from my client which I need to upload can u guys help me in this case...... Where do i get the Val manager? I dont have one with me.... Thnx in advance guys..... Robonix.......

Hi All I have a S8700 V11 and a VAL-ANNOUNCEMENT board. I have a .wav file for one announcement which I have to upload in to the VAL-ANNOUNCEMENT board. Any of you guys know how to do it? Thnx in advance Robonix..............

Hi Guys I have enabled CDR on my switch. The last coloumn I selected is FRL and I have marked a yes on "disconnect information in place of FRL" in the DISPLAY SYSTEM PARAMETERS. Now can I know from these reports if an inbound call recd by an agent is disconnected from the FAR-END...

Hi Themoogy Check the COR of ur IP phone and then check the FRL associated with it. This FRL should be equal to or higher than the FRL of the route which it takes when it tries to seize the trunk. To view the FRL of the route do a "disp route XX". Robonix.........

You mean to say the agent should not be able to transfer the call? OR the agent should not make outbound calls ? please explain clearly Robonix

You mean to say the agent should not be able to transfer the call? OR the agent should not make outbound calls ? please explain clearly

You should have something called as CDR - call detail recording enabled on the definity. Otherwise if at all u need to trace this out then the person sitting on that station has to be logged on to a skill using an agent login ID. Robonix....