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Note there is not a need for VALUE 3 as it is the same as the DEFAULT, you could take it out. It is common to leave it in if spoken. Here are two options: Option 1 - Has to reconnect to start the voice session if repeat is selected. In theory that is not common callers cannot tell and most...

AACC CCMS has it's own backup application for the database. Use it, nothing else. It is on the AACC CCMS server. Not sure if it is just a wording issue, but to be safe you do not backup reports, you backup the database. You may backup report definitions. Report definitions are stored on...

In some cases you install by going to the web page of the server you want to connect to and go through the install process. At that point the software gets a configuration file from the server so it know where to go when it is started. If you are packaging you would take the files from the...

AACC Commissioning Guide - Contact Center Manager Administration commissioning section. There are a few ways to accomplish your goal listed with steps for each (Chapter 7)

You are looking for the NUMBER or NUMBERBYDIGIT keyword (as a part of the PLAY PROMPT command). The numerical prompt values you found are not recordings they are variables pointing to recordings (which must be recorded in CallPilot Application Builder). You have to create the recordings and...

You may be able to filter a Contact Summary report to get this information.

I have installed this version following the steps in the documentation and it worked. No need to configure features and roles manually for basic functionality.

You cannot use two different thresholds within the service level calculations (by definition there is one service level and it applies to abandon and answered). You will need to change what you are looking at. Abandoned calls are counted to several different levels as can be seen in the...

You didn't mention the type (UCCX or UCCE). I only work on UCCE. If you have an administrative workstation or administrative server (AS or AW) they have a SQL database with Views to all the historical data. The database name you will use ends in awdb.

There are a lot of missing pieces here. One of the big ones is send #884 to what. If the audio appliance is between the PSTN and the PBX then Symposium has no way to send the digits to it at the point of login (it is not connected to the PSTN until a call arrives). Another big one: is there...

Suspect issue is in CallPilot or integration to CallPilot. There is a document with the configuration requirements: AACC and Avaya Communication Server 1000 Integration

This is late, but in case you are still looking for the field: SksAcceptedDelay from the eCSRSTAT table

Check Allow software to run or install even if the signature is invalid Uncheck Check for signatures on downloaded programs After you get all of the files installed put these back. Another possible option is an install file to install these without going through Internet Explorer. On...

There are other states agents can be in (busy, presenting, on other skillset call, etc.). That data is not meant to be a total of the logged in agents (one of the most common mistakes is trying to cross validate numbers that do not contain all values). It is the total of agents in those...

How about something like this: IF CLID = 20000000000..9999999999 THEN EXECUTE Valid_Clid ELSE DISCONNECT or whatever END IF SECTION Valid_Clid Continue with scripting...

You can export scripts. Instructions vary a bit with version (mostly name references). You can also export or use excel to get agents, supervisors, etc.

I have heard of this but think this is best resolved with Avaya support (too many variables based upon equipment and design)

A separate number should have reporting if there is no actual cost to get it. Want to quickly know if the number is still in use, put in a new CDN. It is so little work for easy immediate access to information in the future.

In your environment (CS1K) acquiring a route is for reports, not call handling. For call handling you need to have the pertinent numbers which will come in on the PRI setup as CDN's and then acquire the CDN's. From there you can provide voice treatments such as menus.

Not possible, that is the basic function of the skillset partition. If they are in the same skillset they should have access to only the same information. I don't see the need in that fashion and see the problems with managing through turnover, which is why skillset makes sense, it is not...