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Sorry....no case on this issue?

Hi, I've search the forum and find several topics about de Aux0 and so on but i could'nt find a solution for this issue: We have Aux1 as "breaktime" to separate it from the Aux that is forced by the system=Aux0. It's forced f.e. when you make a transfer. The problem i see is that an agent can...

Hi, I'm confused with the ratio PERCENT_VDN_ABAN=100 * (sum(ABNCALLS) / sum(INCALLS)) because inside the INCALLS you have ABNCALLS + ACDCALLS + OTHERCALLS and I'm not sure if the OTHERCALLS have been attended or not. I find more secure to mesure the ratio like 100* ABNCALLS/(ACDCALLS+ABNCALLS)...

Hi marcell55, I think you are right, I was using "goto step if expected-wait for call >200" before the "queue to". Now I'll try "goto step if expected-wait for skill 80 pri m > 200" and test the results. One last thing: with this kind of routing the problem is that if you have one call...

Hi, I tried to use EWT for a conditional GOTO but it does not work in my Definity S8300(EAS). Even if I set the condition to EWT>10min. it's always true (and we'r not that bad). My technical support says me EWT only works if you have lots of calls. In this VDN I have 200/day and in the skill...

Hi, I'm trying to set a PC with Centre Vu Supervisor dedicated to execute 3 real time reports alternating one from another continuously (refresh 10"-15"). Anybody have something like that or can help me with this issue? Thanks

Hi, I'm near to buy a Definity system and have a couple of doubhts about this issue: - Open Database Conectivity is the same as External Call History?. If not what is the main difference. - Any answer to the second part: Custom Reports is the same as Report Designer? Idem if not. Thanks very much

Thanks shaneymc, I've think about it and your recomendation is on the right way (external call history). They confirm me that we can go down to the call-level. If you know where I can find(internet) documentation about ECH please tell me. Any other suggestion for the #1 problem: messure the...

Hi marcell55, Thanks for the advice but I think paying agent licences for IVR ports its too expensive for just getting a report because I'll be not taking any advantage of all the agent features in the IVR (that I think is what you pay for in the expensive licence). Any other option for solving...

Hi, I'm planning to buy a S8300 & CMS and I've identify two limitations that worries me: 1) Can you track down to single call level? (sometimes we have to do it because of claims) 2) I route the calls from the ACD to an IVR and then some of them come back to the ACD to be sent to a skill of...