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Symposium does not controll the handsets so you cannot use the script for this. Make a huntgroup for the handsets and route the call to the huntgroup, or make the handsets ACD-sets and let symposium controll them.

If you have, you can use the musicroute for this, but only if no other departments make use of it.

knowledgedatabase from nortel says: Reinstall OS software on client PC and install Application Builder software first prior to installing other software applications.

Terminated: the call has ended by the script (routed to anather number for example) Abandoned: the caller has ended the call.

If you import the call data from a textfile, you have to map the file fields to the OCMT fields; here you can also map the custom fields.

In the call-by-call reports it's two different calls (two ID's) so i think the transferring is a 'release'. Carolien

Hi, If the call is transferred to a cdn from wich it goes to a primary script and then to a skillset it is possible.

Hi Swinng, Why do you want another option for "route call"?

You can use Agent Map; it shows all logged in and logged out phonesets.

You can split your script in two: from masterscript the call goes to script A for announcements and maybe a menu? After the announcement route call to a CDN of script B, so the call will go through the masterscript again. In script B you can assign the skillset and priority etc. Your reports...

You can change the Duration (in days) in Configuration: Historical Statistics

You can also use config-LoggedIn Agent Position ID, this report shows which (so also how many) agents are logged in at the moment you make the report.

We use the following script: IF ( (TIME OF DAY = 16:15..16:20) AND( EXPECTED WAIT TIME SKILL_NAME> Time_Before_Close_1) ) THEN EXECUTE Closed_Overflow END IF IF ( (TIME OF DAY = 16:20..16:25) AND( EXPECTED WAIT TIME SKILL_NAME> Time_Before_Close_2) ) THEN EXECUTE Closed_Overflow END IF IF (...

In CC6 you have the option to "add many users" from a .csv-file.

Priority on agentlevel: for example: Agent group A has prio 1 Agent group B has prio 2 If a call arrives it will look for an available agent with the highest prio (= 1). When everybody in group A is busy, the call will be presented to an agent with prio 2. So this priority on agentlevel only...

we allways changed the name of agents in classic client and never had any problems with reports.

If you use call priorities this can happen. If the priority assigned to this call was 2 and for other calls it was 1, all calls with priority 1 will be presented first.

it's 1 voicesegment per variable. But when you have the same message in for example French, English and German, you can use 1 variable for the 3 different language voicefiles (that's why you allways have to set the language).

I can't answer your question, but why not queue the call also to the hunt group if nobody is logged in or if the number of queued calls exeeds the treshold. This way the call will stay in queue on the main helpdesk also.

which report are you trying to run?