Recent content by langl3y

Thanks for the suggestion. We have tried this and unfortunately it did not solve the issue. Cheers langl3y

I have an issue where callers hearing IVR announcements hear a short burst of ringback whilst the Avaya PBX connects the them to the IVR announcement. Depending on where the PBX is on its ringback cycle is determining whether this ringabck(1 sec) is heard or not. Genesys via a CTI link to the...

You will need to write a custom report for your current setup or you need five different skills. The custom report will have Agent Group and skill query's. Good luck. Cheers langl3y

You can use a CWC - Call Work Code. Program a button and get the agent to type the code and #. You will need to program the code in CMS dictionary as well.

abacks, From memory it's turned on/off in cmssvc - ACD setup. You will have to turn off data collection first, select ACD setup, then confirm all items until you get to phantom abandon timer. Remeber to turn data collection back on:) Cheers langl3y

Stinney, Based on what you have said, it should be 100%. One of the calls was recorded as outside the acceptable service level, based on the SL%. Are you sure that you are checking the same skill number or are not running a VDN report? Have you checked a call profile report to compare...

Callreview, BSR will allow you to compare skill conditions in local or remote skills, allowing you to give a preference for a certain skill or location. An example would be that you would prefer a certain call type to be handled locally, rather than at another site, so you will consider the...

The best way to check is to try disp features on you switch and look for drop.

what kind of phone system do you have?

hiall001, What does the list trace say?

don't be ashamed mikeydidit, it's called experience! Some of us remember 7406D+:)

You need to converse the call onto the conversant with the EWT value from Communication Manager. This is programmed in the vector steps. Cheers langl3y

This might work. Program another alternative station in the coverage path. When the primary backup is on holiday, get that person to press send-calls. It should then use the next coverage point. Try it and see how it goes. Cheers langl3y

DAT tapes are the only method I've ever used. I'm not sure of any other method. I recommend a rotation strategy for your tapes as well. Cheers langl3y

Sjalotje, Did you upgrade from a previous version of BCMS? Not sure why you would have a historical database for a new install. Cheers langl3y