Calls in CMS changing time stamp 1

[learn2shoot]

The call center I work on is very low volume, and currently every call gets a lot of scrutiny. I have an issue where calls which come in around 2:00am will not show up in the CMS interval report until later in the morning usually about 5:00 - 5:30 with the 5:00 timestamp. The timestamps in NICE seem to be correct.

I assume this has something to do with the daily back-up, but still wanted to know of there was a way to get the timestamps to adjust correctly.

Thanks
Bill

 

[4merAvaya]

Check the clocks in the CMS and compare that to the PBX:

1) Log in as root and type 'date'. The system should show you the current UNIX time. It should match the PBX time (within minutes).

2) While logged in as root type 'su - c cmssvc'. That will change you to the cmssvc login. Then type 'cms'. That will bring up the CMS menu. There will be an additional choice 'Services'. Go to the Services menu and choose Connection Status. Then choose PBX Clock. Input your ACD number. It will compare the PBX clock and the CMS application clock.

3) Verify that there is no 'offset'. Go to System Setup in the CMS menu and select Storage Intervals. Verify that the Switch Time Offset is set to '0'.

Kevin

 

[learn2shoot]

The issue is not clock sync. Most of the time the call logs matchup. I will ask for some more details from the people who have identified the issue.

Thanks
Bill

 

[multibus2]

CMS records ACD calls in the interval where the ACD call complete rather than when the call started, so you may have a trunk or two that are locking the call up so the ACD call is showing in the interval where the trunk has finally released.

Hope this helps

"Been there, done that and got the teeshirt

 

[tyubzs]

see how the archiving of reports is set (interval, daily weekly and monthly). maybe this will answer your question.

 

[learn2shoot]

Ok, this is what was happening - so simple and obvious that I never saw it.

The agent was hiding in ACW for over an hour. As multibus2 stated the call is recorded in the interval when the call ends. The call doesn't end until the paperwork is done, and the agent is back in the queue. Only found it because I put a trace on the agent because it was only happening at this station.

tisk tisk

Bill