Recent content by doiknowyou

Seen this before in form of "pay by the switch" requests. Agent Traces is not the answer if they are looking for a permanent solution. Time keeping should be done by the CTI application, not the switch. The switch is not a timeclock!

3 options come to my mind... 1. Tracing, which you are referring to. 2. ECH (External Call History)... on your CMS. We have explorer2, now it is a package sold by NICE. 3. CAS (Call Accounting System)... on your switch. Most people configure and create their own.

rvw I can't go into all the details of VoicePrint as I am not the end user. But I can tell you our enterprise was previously devoted to Witness and we are starting to move into the Voice Print space. Here are the motives behind our move: * Cost * Backup and restore methods are better * Support...

Chris, I believe the bring in and route over WAN to ACD2 will be the cheapest solution, if you already have that in place. Some other options: Percentage Allocation (network provider) Alternate Destination Routing (ADR, network provider) Geotel ARM (your provider can do this too) I did some IB...

your reader board is probably fed through a custom or standard CMS report. Knowing when the service level updates on that report will answer your question. Standard real time reports will refresh service level every interval. How are your intervals setup... System Setup -> Storage Intervals. 15...

Good ole predictive dialer, huh? We have an inhouse written dialer as well... works so well, it can kill the switch by dialing so fast if not properly governed. ECH = NICE/Explorer/Explorer2... or you can do it yourself with ODBC and the db of your choice. Yes, you will need to have ECH turned...

I have seen network congestion cause the same thing. Happening all the time, some of the time, certain parts of the day. Just something else to look at, of course everyone at this shop blames the switch for just about everything... but we always seem to prove them wrong.

Chief, couple options here. Pop open the custom/historical real time report in screen painter. You can grab the calculation here. If it is a standard report, you can view the field in the Supervisor reports manual... the templates are there. Concerning the refresh. More then likely, the...