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Recent content by Skaret

  1. Skaret

    Call Presentation - After Call Break for N seconds

    This is an AACC 6.2 SIP connected to Avaya CS1K 7.5. The Call Presentation for an agent is set to 10 seconds break after call. When a contact is closed, is it possible to manually end the break timer to speed up the presentation of next contact? I know this is possible on AACC AML - but this is...
  2. Skaret

    Error: Unknown! after installing AACC SP10

    After upgrading AACC from SP5 to SP10 we receive Error: Unknown! when starting CCMA login page. We are able to log into CCMA - but all text are saying Error: Unknown! Any idea? Thanks!
  3. Skaret

    AACC: Multimedia Report Question

    I'm looking for a report that gives me a count of emails that has been open several times within a period of time. Is this possible in a Standard Report? Is it possible at all to make such a report with RCW? Thanks!
  4. Skaret

    AACC 6.2 historical reporting question

    AACC 6.2 with MultiMedia (email) Is it possible to run a historical report that gives information about how many EM Contacts an agent has put on reschedule? Thanks!
  5. Skaret

    Queueing of emails to same agent

    When you install AACC and use the default MultimediaFlow in Orchestration Designer, what is the defualt - queue to agent or skillset?
  6. Skaret

    Queueing of emails to same agent

    Utreg, what is the default settings in AACC - queue to Agent or skillset?
  7. Skaret

    Queueing of emails to same agent

    AACC 6.2 with MultiMedia (email). Email contact has been answered by Agent A. Agent A make a reply back to customer asking for more information. Customer make a reply back again with answer. Does the CCMM queue the contact (email) to same agent (Agent A) or to the longest idle agent? Thanks!
  8. Skaret

    Is it possible to simplify the AAAD login?

    CS1K 7.5 and AACC 6.2 AML with SP6 installed. All agents using IP 1140 sets. All agents using AAAD in a Citrix environment. All agents are assigned to both Voice and MultiMedia skillsets. When an agent is logging into AACC he/she needs to: 1. Enter the Workstation name manually 2. Enter the...
  9. Skaret

    ACD login problem on i2050 Softphone 2.0

    In i2050, go to File -> Settings -> Server. Enable tick for Symposium. This allow you to press KEY 0 without "lifting" the handset in i2050.
  10. Skaret

    Script help

    I have found the solution. /*Collect CLID into variable.*/ ASSIGN CLID TO CBR_InboundNumber_cv /*Convert variable of type CLID to string*/ CONVERT CBR_InboundNumber_cv TO STRING c_sip_digits_str_cv WAIT 2 /*This GIVE IVR command plays back the CLID*/ ASSIGN c_play_only_gv TO voicexml ASSIGN...
  11. Skaret

    Voice call log

    Hi! Running sites with NES CC 7.0 (AML) and AACC 6.2 (AML) using IP 1140E sets. All agents using Agent Desktop (CCAD/AAAD). Is it possible to have a call log for voice contacts that has been answered on a skillset? Example: An agent answer a skillset call. When the call is disconnected the...
  12. Skaret

    Script help

    Hi! Need some help collecting CLID and playing it on AACC 6.2 SIP. /*Collect CLID into variable.*/ ASSIGN CLID TO CBR_InboundNumber_cv /*CBR_InboundNumber_cv = Type CLID */ ? ? ? WAIT 5 /*This GIVE IVR command plays back the CLID*/ ASSIGN c_play_only_gv TO voicexml ASSIGN c_sip_digits_int_cv...
  13. Skaret

    CallBack Request and scripting

    Hi! We are implementing CallBack Request (CBR) from Avaya Professional Services (APS). APS has installed the CBR component which will invoke AACC API to queue new outbound contact onto AACC Outbound queue using web services. APS has delivered an example script. This is implemented on AACC 6.2...
  14. Skaret

    AACC 6.2 AML - Import customer data

    Avaya Aura Agent Desktop has a field called Customer Details where it is possible to configure a customer with First Name, Last Name, Email, Address, Phonenumber, etc. Is it possible to import these data into the AACC from a txt file? I know it is possible for Outbound Campaign, but I would...
  15. Skaret

    AACC 6.2 - Comfort Groups

    What is the difference between "Web On Hold comfort groups" and "Web communication comfort groups" in AACC 6.2?
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