Recent content by wenparkhay

Over many years, we've seemed to have accumulated 100's of designer reports. Is there a way to run a Unix command to see if or when these designer reports were last accessed/used? I have saved all the designer reports and did think about removing some to see if anyone complained...but this is...

Ran into something strange last Friday for one particular agent ext. She had calls Mon-Thurs but on Friday, CMS pegged only ACD Time but no ACD Calls for 6 backup/reserve calls she took in one skill. I can see and hear the calls in our recording system but CMS pegged them as abandon calls...

Have a complaint from two seasoned call center reps that their phone is going to acw automaticatically sometimes. The skill does not have the ACW timer set. Also had them send me call examples with times...I found the calls in Avayay Contact Analyzer and looked at every vdn the call passed...

Is there a limitation on the number of custom calculations in CMS? We are at R13.1 and I have created a custom calculation in the dictionary but it does not appear in the Query Calculation window so I can not add it to my custom report. Can anyone help?

Is there a way to save the 9630 labels? We currently save the 4625 settings via the backup/restore menu item. Can not seem to find anything on the 9630 phones. Thanks.

Getting ready to expand our Aux reason codes to 2 digits. Our CMS is at the correct version. Do you know if Avaya produced new "uploadable" CMS reports (like they did for Advocate) when the Aux codes expanded or are they all customized/created by us? The only report is the Aux Reason Code...

We use Ayava Integrated Management software to Import VRT tables from an Excel spreadsheet. You can process them realtime or schedule the import. In AIM, from the "Task" tab select Vector Routing Tables and then the Import button below. You then select the "add" or "change" button. Also, within...

We are also S8700 with 3.1.2. I have been referencing the Avaya Call Center Manual - Call Vectoring and Expert Agent Selection Guide Release 4 (07-600780)..found at the Avaya website under documention - Call Center. Even though we are not at release 4...it does have a section on Variables in...

I have been reading some of the past threads on Call Work Codes and have read they are only used for inbound ACD calls. Does anyone know of a way to keep track of outbound calls. We have a few agents that make outbound calls only and they would like to have a stroke count or call work code...

Has anyone seen this phantom announcement number "0" (listed last below) before with no extension or no name and occupying time on a TN750? Any ideas on how to remove without affecting the other announcements currently on the board? INTEGRATED ANNOUNCEMENTS Board...

I have been asked to provide a login history of specific CentreVu login users. Is there such a report or a command I can use to find out this info? I know I can use a UNIX command to find out who is logged in to CentreVu currently but not sure on any past history of one specific CentreVu user...

Does anyone know how many skills an agent can have in Avaya's CM2 release? In our current release we can have 20 skills but I believe I heard or read that the number increased. Just can't find the information now. Thanks.

We have a version 5.1 and by using Customer/Services Administration - Diagnostics - System Evaluation it will give you a bunch of info on your Intuity. Be patient as the entire report takes 2-4 minutes to run.

Check the coverage path and make sure ALL? is set to n (no) for both inside and outside. If it is set to y then all calls will automatically cover without ringing the phone.

Our weekly reports always start on a Sunday. Your CMS will have a "start of week" day and this is the day you need to choose to pull weekly reports or they will come up blank. Try selecting Sunday and see if that helps.