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Thx Dave! I actually did a test and while the DN was still in ring state the sk call still presented. I knew about if the DN was busy but wasn't sure if DN was just ringing (not yet answered) if it would be determined as busy or not. But it looks like no, at least from my test. bhatche

I have a phone with many lines (SCR appearances) on it that I am considering changing to an agent phone, but I am wondering if one of the other lines that appears on that phone is in a ringing state, will it prevent Symposium from routing a skillset call to that agent even when key 0 is in idle...

Does anyone know how to activate a predefined message in this application? bhatche

For example, if I set the Short Calls threshold to 10 secs will calls under 10 secs be excluded from the reports (i.e., Application Performance)? Are there any Application level reports that I would be able to track those <10 secs calls on? So far all I see is Agent level reports with a Short...

Hello Thanks Dancing Dave and PascalHL. If what PascalHL is true then on the Agent Performance report, the quantity of the calls returned to queue from Time Out would be half of the difference between the calls presented vs the calls offered. Example: Calls Presented: 146 Calls Offered...

Does anyone know the difference between the Calls Offered field and the Calls Presented field in Symposium reports? I cannot find a definition for Calls Presented in the Data Dictionary NTP. The Calls Presented field shows up on the Agent Performance report. Thx. bhatche

Thanks Daniel...HOML=NO. I forgot to have her take the handset out of the hookswitch cradle. Seems to be working now. Guess I am a little rusty after being out of the call center environment for a few years. Eeek! THanks. bhatche

I have a 2616 phone set up as a Supervisor. When I installed the phone, we were able to log in once, then we logged out, and then when we go to log back in nothing happens when we press the In Calls key. The display just keeps saying "LOGGED OUT". If I go to another phone and log in with the...

Thanks for your response Draxis. Maybe I will have to do that if I can't get these agents to logout. bhatche

RLS 04.02.06 - Is there any way to automatically logout an agent based on a logged in duration time or time of day intrinsic? I understand that you can put a set in NRD or MSB, via the CPC, based on time a call is presented to a set and not answered; returning the calling party to...