Recent content by Coineandude

Which report are you basing this on? Or are you building it from scratch? The Agent Login/Logout report is pulling data from the haglog table which only tags events as a point in time - not with an associated interval. You would have to build the logic to group the events by interval and I...

Assuming you are building this in CMS Supervisor ap: You could probably just modify the Agent Group Attendance report. Change the date input to multiple values and add a Split/Skill input (also multiple values. Add Split/Skill to your data query and modify table properties to display it and its...

And... A ticket into support just got me referred to Prof Services when I had too specific a question about this.

I believe that with EAD you are also asking another function of the app to manage distribution. UCD removes that competing input. And yes, in theory OCW should logically do that. I've not seen that to be the case here.

Is it using expected wait times? We find that for lower volume queues, there isn't enough info for the algorithms to correctly predict wait time. It makes Advocate cranky.

I have the same issue, but we are just carving out desktops from our ESX environment for a pilot. I'm told that VM Horizon manages the 2 way audio better. We ended up using a pots line for the talk path and One-x for control.

If you can find them, the Sennheiser HME280i headsets are fantastic for blocking ambient noise. The agents using the look like air traffic controllers but they work great. The catch is that Sennheiser stopped making them. We found a couple at Radio Shack a while back. And they aren't cheap...

Hey there, In hunt group configuration, I can set a service level target of x% of calls in y seconds and Business Advocate is supposed to keep track of this. Does anyone know what time period Advocate uses to evaluate whether or not it is meeting this goal? Is it current interval? current...

df -h will show you disk usage for each mount point.

change the Calling Permission of the VDN COR to not allow calls to the COR of the station

Is your DID extension a VDN? Give it a COR that can dial the non-DID extension. That's where I would start.

The docs specify u-Law, 8KHz, 8 bit, mono We use an app called Audacity to modify and convert audio to the required format. And yes, the dialer requires a reboot for newly uploaded messages to be available.

Look in the help under Definitions of CMS calculations. Go to Standard CMS Dictionary calculations and compare with whatever is actually in your report. The shorter answer was already mentioned - non ACD call associated hold time should represent the bulk of the difference.

you could use vector variables as well. grab an open vector you'll want to create a password check so you don't get a troll closing your lab for kicks make 4 announcements. 1 for enter password, 2 for enter code and 3 for lab closed and 4 for lab open. i just disconnect on failure for this so...

I'm trying to do some cleanup ahead of an upgrade and I would like to just purge custom reports that have not been run in the last 6 months or so. Is there a way for me to tell when a CMS report was last run?