Recent content by carolien

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...