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Have written a simple report based on one table that I have used many times but today it has started to hang the application, the really stange thing is that it only hangs when I go to view the sql the report is using. The report just sits there and eventually needs to be terminated in task...

I have some experience of doing this and would be happy to share. You posted this in April so you may now be up and running, if not send me a pm.

Do you mean as well? If it's queued to both skillsets at the same time that's fine.

...as it will only work in live. This is only a part of a script we have used successfully for some time. The addition is the part highlighted by ***. The idea is that calls continue to queue to skillset "tom" but at certain times of day and where WAIT TIME and AGENT IDLE conditions are me...

We are using call force. What agents are saying is that they only register the tone as they hit the DN key and by that time it's too late and the caller has been cut-off.

An extra bit of info which I don't think is provided by the previous contributor is that in the formula the text: ",{dSkillSetStat.Timestamp}" denotes the grouping that is taking place within the formula.

Hi all, We have been getting comments from agents that short calls are being caused by making outbound calls using the DN key when an agent is in Ready. What is being said is that hitting the DN key just before a call is presented disconnects the call and this therefore creates a short call...

Are you looking for a definition outside of that provided in the manuals provided by Nortel? They do provide two definitions dependent on wether your talking about queue intrinsics or realtime displays. The realtime dispay definition is (%Total Answered Delay/%Calls Answered), however the is...

Thanks all, it looks like that was what was causing the problem. Really grateful for the help captain (and everyone else). Steel

Hi Thanks for the help so far; This is the whole script ************************************* /* Check for Emergency Agent */ IF NOT LOGGED OUT AGENT 911911 THEN GIVE CONTROLLED BROADCAST ANNOUNCEMENT cpilot_access PLAY PROMPT VOICE SEGMENT emergency_vs WAIT 2 DISCONNECT END IF...

...to only kick in when agents are in Standby and not when the go into Not Ready, this doesn't make sense. Anyone able to shed any light on it? ******************************************* SECTION wait_loop GIVE MUSIC music_ch WAIT 30 IF NOT LOGGED OUT AGENT 911911 THEN GIVE CONTROLLED...

Ok thanks for this, makes me think, and not for the first time, that the developers of Symposium have never worked in a call centre where these types of issues arise.

Is there a way to analyse the nature/cause of short calls? The reason being is that we have an agent blaming an excessive amount of calls on her phone. We may be taking a discpilinary approach to the situation but before I do that I need to 100% certain that a agent abuse is the issue rather...

We don't use 6.0 but have seen a similar error message. Ours was called by the Windows fire wall. Try logging on as an admin and see if that makes a difference, if it does you know where to look.

Thanks for the quick response, I guess we need to add a custom field to the report then.

Hi In the Application Performance report does anyone know how Symposium knows what duration should be used in the field "Aban After Threshold"? Have checked the application threshold classes and there is only reference to "Service Level Thrsholds", all the other options available are for...

Thanks both. This was spot on will look out for this in future

...marked (???), this should offer callers vs prompt which allows them to select an option to go to voicemail via call pilot. Any ideas? Steel /* Check for Emergency Agent */ IF NOT LOGGED OUT AGENT 911911 THEN GIVE CONTROLLED BROADCAST ANNOUNCEMENT cpilot_access PLAY PROMPT VOICE...

This shouldn't be too difficult. What tools are using to create the custom report - I assume that is what you are doing. In our centre we have done something similar using Crystal to query Symposium and Access where our sales information is stored. Let me know if you need any further pointers.

Don't think this can be done. You have probably worked out it is easily done manually by someone with Crystal reports but I guess you then have to distribute a new report daily and import on each client. There is an easy way of getting a report to work on a new view so let me know if you...