Recent content by tiramisu

O, yes, we do love end users ! With the directory, a Previous button is not possible. This has to do with the way the directory functions: Say you need to look up Smith. By pressing 7 once, the directory goes over all possibilities with P, Q, R, S. Pressing 6 once next, the directory goes...

Hi Mark, As you can see, the error-type is INFO (so not really a mistake!) You should check in your CMS system setup (data storage allocation) how many call records you have assigned. Apparently not enough as your call rate exceeded the capacity. This is no tragedy: all reports except for...

Hi Guza: That's why you should work with LOA instead of MIA: - MIA is a simple chronometer, keeps no history at all, and yes agents can cheat ! -LOA is a calculation for the whole login/logout-time. ACDTime (w or w/o ACW time) divided by STAFFTIME. The auxtime does not enter into the...

Tafkaf: You might solve this problem by leaving out your INTRVL kolom. So, in your report you would only have starttime: Only: "9:00" and not "9:00-9:30" regards, Tiramisu

Tricky: Susan & Shaneymc are right: you should work with an integrated database. Historical & real-time tables can never be combined. Just to complete the info: to create integrated reports, you need to work with Report Designer, not ScreenPainter. Integrated Database is only available from...

Dear CJH: This is completely normal because "calls waiting" is made up of 2 database items: INQUEUE+INRING. So, not only the calls really in queue but also the calls ringing at an agent's station are counted as waiting calls. Regards, Tiramisu

I haven't tried that exactly, but this is something I often demonstrate in call centers when they have problems with transfers. The only thing I could think why it shouldn't work: - agents must have 3 lines - 2 of them are incoming last 1 is only outgoing regards, Tiramisu

Hi Michael: so you have to stick to an extension, - but you could have all your skill professionals using (directed) call-pickup to take the assist call ringing at that station - or you could have bridge appearances of this 1 station on all the stations of your skill professionals...

Hi: Really, DO NOT do this unless you really have to: you could have your agents work like conversant ports, this is: AAS-agents: automatic available split/skill. This is not recommended, because they will not be able to hang up a call, I am not sure that they will be able to claim ACW or...

Hi: Maybe if agents were to work differently it would work: When they need to transfer a call, They should: - set the caller on hold - take a 2nd line & call IVR until 3rd party responds. - now press transfer, - press line 1 (caller on hold) - press transfer again. As such the transfer...

slengua: Can't you work with variables ? goto vector/step X if var L = 2 (lunch: route-to 8936) goto vector/step Y if var V = 2 (VoiceMail) ... (Make sure that you program the AD buttons directly on the phone of some of the agents) regards, Tiramisu

Hi: This is only possible when you have multiple call handling activated on the hunt group Tiramisu

Dear Kid: You are looking at a report for a specific skill. However, some of your agents are also multi-skilled. Agents working for this skill will have acw. Agents working for 1 of their other skills will receive other-time (the acw-time is reported on the skill they are working for)...

This solution will definitely NOT work. When you route your calls away to cov. answ. groups, they will never hit the next step in your vector. You'll need to think of something else. (why are you working with cov. ans. groups??: if you were to place these persons in a skill you could use the...

Yes, As long as all your database tables are historical you can enter multiple tables in 1 report. your inputs will be: skill/date/times (point in time) You can insert the 3 tables & they will have all scroll tabs. The only problem is, when each of your tables have a humongeous number of...