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We're using Symposium 5. There is a product Cisco do called AAS (which we don't use) it should automatically update agent / skillsets created or amended on the Symposium. The only problem is that it doesn't stop the issues with logging agents off as that's internal to ICM. I'd double check...

There are three connections between ICM and Symposium: CTI Real Time Data (RTD) HDX If you're CTI is scrappy that can cause issues, in your case I can guarantee that it's because agents are being reskilled whilst logged in. I work for a major UK Retailer with intelligent routing over 3 sites...

You absolutely must log the agents out when re-skilling if you're using Symposium. If not ICM will lose site of the agent and problems will follow.

You can use the Meridian Link Trace Tool. Rather than go into it here there's all you should need to know in the reference guide under the Help menu in the Client. If you open the one called "Administrator's Guide" it's under the chapter "Maintaining and Troubleshooting Meridian Link".

Issue was with the PIM not writing data correctly to the OPC. Patch ES29 has been installed and appears to be working.

Not sure exactly what the issue is, but Cisco are currently preparing a patch for the PIM.

If the Activity light isn't flashing when you press Not Ready, you'll need to amend the ACD queue that the telephone is assigned to in LD 23. The setting NRAC will need to be set to "Yes".

We're having our maintainer run an "OPC Exit" each time the PIM crashes which means we're able to continue with minimal impact while the fix is sorted, which should be a couple of weeks.

Thanks very much for your responses, both of which we investigated, however issue was more fundamental. Basically when the PIM crashes (which has been happening too frequently) the OPC data gets screwed (technical term). Cisco have now confirmed that there is an issue with the PIM version we...

We've just done the same thing. Easiest thing to do is to copy the Agent Login Logout report Nortel have done. (The location of the .rpt file is printed on the report) You'll need Crystal Reports to change the Report selection criteria to only include event type "LI" and "LO". You'll then need...

We are using ICM V 5.0 with Nortel Symposium V5.0 and have run into issues with the base / sub skillgroups within ICM. To put it simply ICM is updating the sub skills correctly, however the base skill is showing agents still logged into it after they have been removed and is out of sync with...

We're running 4.2, I regularly have to do changes to a remote site, over a slow WAN. When it does time out, the changes still appear to take effect, they just take a while.

When I tested this I found that the system will only remember the first Not Ready code.

Can also be the access class assigned to that user possibly not giving them permission to view the data.

Depends on Crystal version but roughly you need: New report ODBC ICCM_PREVIEW_DSN Select the relevant table(s) Details on Symposium Reports including ODBC can be found the main Sympsoium Client window: Help Reference Guide Historical Reporting and Data Dictionary Hope this helps.

On each TN you can set the RCO value (if cls fna or mwa or both) which is 0 - 2. The ring cycle values for these are set in the rdr_data table in the customer data block.

Sounds like the remote call forward feature would be easier. You then can do it from any phone on the switch. One warning, any call forwards can get knocked off if the switch reinitialises.

Log onto Symposium Client, click the + beside System Administration, click the + beside System Configuration, and double click the Scheduler. If you can't see it your user login has insufficient priviledges.

Have you checked the Scheduler within System Configuration? It may be you need to delete the original report from there as well.

Make sure agents release calls before going into Not Ready. If they terminate a call by simply pressing Not Ready it may stop the reason code displaying.