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Hi, Would anyone know the answer to this question regarding CMS reporting. Its a standard report on CMs called Agent summary daily. For some agents the figures are working out but for others the following is happening: Total ACW TIME for agent is 562 secs Total ACD calls is 5 562 secs...

Hi, I'm looking to create a custom report on CMSv 12 that adds up interval totals and averages over a weekly period. When I run an interval report for the week it comes up like this: 27/03/06 0800-0830 28/03/06 0800-0830 29/03/06 0800-0830 Id like to create one that can add up the days and...

Hi Guys, Can anyone tell me how I set up a vector which tells the caller what position they are in the queue? We have a ASA Release R1.9.06. Any help would be fab... Thanks in advance, Natalie

Hi, Does anyone use exceptions on CMS??? Version 12 Has anyone heard of any problems with regards to slowing down CMS or causing any probs at all? Im deliberating wether to give this access to our business people and just want to hear from users who think its beneficial in anyway.. Any tips...

HI, Ive got a bit of a query regarding priority orders of skills on CMs. Eg.. Agent 8000 has skill 802 as priority 2 but the skill is 5th in the list of skills on his skill listing. Agent 8001 has skill 802 as priority 4 but the skill is 2nd in the list of skill listings. Both have been in...

Hi Guys, Is there anyway a vec would ignore a step? Reason I`m asking is in ref to this vec: 01 wait-time 2 secs hearing ringback 02 goto step 15 if holiday in table 3 03 goto step 15 if holiday in table 10 04 goto step 15 if...

Hi, Can anyone tell me what the error NN>> means on an Interface card? This card is connected to a C&W Circuit which is deactivated. We have an S8700. I have asked our support engineers but they cant tell me what this means.. Can anyone advise? Thanks, Natalie

Hi Guys, Im trying to access our S8700 via Linux. Going in via telnet with open 10.***** (S8700s IP address) I get the login and put in my login credentials and then get "Last login Wed 25 from IP 10.***** I then get connection to host lost. Is this something to do with my permissions on my...

Guys, What does R1 and R2 mean when assigning skill priorities on CMS??? Thanks, Nat

Hi, In the next couple of weeks I am looking to upgrade our exisiting Softconsole software from 1.5.1to 1.5.3. I have seen a few forums mentioning 'problems' with softconsole and that some of you are waiting for a fix from Avaya. Can anyone please let me know what these problems are as I don't...

Hi, Wondering if anyone can offer any advice regarding CMS reporting. A user has asked me to design a new report and one field is Average Aux time. This would be for an Agent Group. Ive looked through all the tables and cant seem to find this at all. I know you can get Average ACW time but not...

Hi, I have set up Timed ACW on a group of agents phones. I have set them up with Auto-in turrets and changed the Timed ACW field on the Hunt group to 45 secs. Once the agent takes a call and goes into ACW the phone kicks them out of ACW after 45 secs and this works fine. However when they...

Hi, Please can you let me know if a hunt group/skill needs to be set up in a certain way for Timed ACW to work. This is the set up of one of the skills EAD MIA ACD y Queue Y Vec y MM EARLY ANSWER n Skill y AAS n Measured External Controlling Adjunct none Timed ACW 30 sec Multiple Call Handling...

Hi, I have 6 Minicoms set up in our site. They are Minicoms with a Phone Flash indicator for 6 deaf employees I have working here. I have assigned them analogue station ids and they are connected via a double adapter in the floor port. They phone flash keeps flashing even though there is no...

Hi, Why would the message light keep coming on, on a station when there is no voicemail associated with the station on audix? Is there anything else that this light could indicate? Thanks,

Hi, Could someone please clarify something for us. When you change an agent skill on ASA you get a Warning of "Agent must log in again for skill changes to take effect" When you change agent skills on CMS you dont get this warning. Therefore when you change skills on ASA do you need to get the...

Hi, Does anyone know of a good VoIP quiz that I can take some questions from for a team away day? Basically Im compiling a lighthearted quiz for my collegues on VoIP as we have only recently started using it. Any good questions anyone could suggest would be fab. Thanks in advance.

Hi, My query is as follows. We have a non geographical number which uses an IVR prompt for the agent ID, the call routes directly through to the agent after the caller has input the agent id. However the dept are complaining that they have lost 90% of sales since this has been implemented as...

Hi, I have agents that have their Auto Answer on station so that their phones ring. They take calls off a non geographic number that asks the caller to input the 4 digit agent id of the person they require. They are often in auxilary but their phone still rings 4/5 times before routing off to...

The situation is as follows: A caller dials 0845***** and gets a prompt saying: "Please input the agents 4 digit id" The call routes to vdn **** and then vec **** In vec *** there is a "Collect digits and route to ???? step" The caller dials the agents 4 digit agent login and routes directly...