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Thanks for this, The reason is that we have so many sites that Alert manager causes a CPU utilisation issue. Access to the switch might be feasible though... is it just a text file stored on the ACD? that the Perl is accessing?

Another question for you all out there... Regarding the web page Activity logs...has any worked out a way of automatically piping the data produced in the web pages and collate it into a database? The company I currently work for has lots of sites and it is near impossible to manually check...

Thanks for your help on this. In the end we decided to go down the path of non geo numbers.

Thanks for the Help. Unfortunately in the UK all the customers CLI's are the same length.

I was just wondering if anyone had worked out good expression to use in a Set Variable statement to give a pseudo random call distribution on CCT's on V9.0 ACD? The purpose is for our contingency routing when Interqueue fails whereby if a site fails it will dial to a contingency site. We dont...

...At present I have created a solution which Dials across both sites where the call is grabbed across. Normally I do this where the call is not grabbed (by having no anouncements just agents and wait on a loop) and so on a dial out it will queue on both sites until an agent is available on...

Thanks Mobeius I am definitely talking interflow as we cannot do interqueue due our setup. Aspect say we cannot use it because we have different Service Providers. So with interflow what is the difference between this and doing a dial out step combined with IF statements?

We have a normal ACD V8.x are looking at using interflow steps betweem to call centres that has the telephony going externally (no QSIG, DPNSS. We have a WAN data connection but I think the firewall will be problematic. My questions are : 1. Is interflow any good what problems have people...

Thanks guys... I tried a test on Friday with the Call App Waiting variable and found as Moebius states that although it grabs the number of calls queueing and by using announcements you can't update this figure. You can use set announcements and IF statements and announcements to give a...

Hi guys another question out there... Does anyone know of a product which can do an automated ... "You are X person in the queue" message with in the Aspect call flows. I assume it will need to plug in somehow over the Event Bridge but do not at present know any products which can do...

No problem let us know how you get on or any further queries you may have.

Hi Andy, I was just wondering how you are grouping this in the reports?? Could you not just do a specified grouping (grouping all the queues for each department) .. That way you could put them all on one report??

Hi To calculate % Trunk usage is a complete nightmare on cyclic trunks as you cant just see what trunk a card reached for maximum concurrent calls. This isn't the ideal solution but gives a good enough indication for most needs. Here is the way I calculate this... You need the following info...

Well assuming you are talking about Reason Codes (When agent go into Release (idle) To report on it put the following in a formulae at the detail level... This is every type on non state. Of course this will show every instance of idle and you may prefer putting together some sub totals...

Just a query that some might be able to answer... On one of our sites we have QMaster 1 which we soon will no longer be able to use due to Windows 95 being completely phased out by our company. I have discussed with who informs me that upgrading this site (them just sending the QMaster 2...

Hi, Could you clarify exactly what you are after as to me this makes no sense. Thanks

This is far more detail than you require but at least it will offer an understanding of the Voicemail and mailbox reporting in Aspect. Reporting on Voicemails and Customer Messaging on the Aspect ACD system. First please be aware that I do not profess to be an expert on the Aspect reporting...

My advice is not to use it. The trouble is that this function works out the estimated wait time by taking the number of calls waiting and average call duration. This is done by taking an initial snapshot at the start of the call which doesn't then update itself. So often the estimate is...