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  • Users: GarethRoynon
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  1. GarethRoynon

    Agent logins

    Hi, Does anyone know if I can create and run a report on CMS for agent ids that have not been used in a specified period? I cant think of a way to find this out. Thanks, Nat
  2. GarethRoynon

    Force agent into Manual in???

    Does anyone know of a command that can be used to force an agent into manual/auto in? ie a feature access code? I have a *22 called Auto In access code but Im not sure what tis does? Can anyone shed any light for me? Thanks, Natalie
  3. GarethRoynon

    Call record report

    Can anyone advise why the standard Historical/ Other/ Call Record report on CMS would not work? All the other standard reports work so data collection is obviously on. I input the start date and time and the stop date and time but nothing comes up at all. it doesnt even retriev any info for...
  4. GarethRoynon

    CMS CALL PROFILE MULTI SKILL MULTI DATE

    Hi, Ive created a Call Profile Report from scratch which looks at multi dates from the daily table and multi skills. It all works fine and Im trying to get the totals to work. Ive created a new query for the totals and wanted to put an extra box with the totals at the top. The ACD calls and ABA...
  5. GarethRoynon

    Suggestions for Reporting Issue.

    Hi, I have a query which im hoping some of you guys can help me out with. The situation is as follows. Callers dial an 08*** number and it delivers to a vdn which routes to skill 442. There is no IVR as the dept involved decided that for customer experience they would route the call straight...
  6. GarethRoynon

    ACW ON OUTBOUND CALLS

    Hi, I have a team who have requested that they use Call Work Codes for outbound calls. Ive set it all up but didnt realise that they only go into ACW when they take an ACD call. 80% of their calls are Outbounds and they are not going into ACW after they make an outbound. Does anyone know how I...
  7. GarethRoynon

    Force agent into ava state?

    From a supervisors perspective can you force an agent back into available? Does anyone know how? Thanking you!!! Natalie
  8. GarethRoynon

    Is there a Command for....

    Is there a command that I can use to see what agent is logged onto a station? You know like you can run "li agent ****" and it shows you which station they are logged onto can you do the same but vice versa as in a situation where you know the station id but not the agent id? Anyone know of...
  9. GarethRoynon

    Greatest Need Field on a skill

    Can anyone give me a definition of Greatest Need on the Call handling Preference on a skill? All our skills are set to "skill level"? what difference would Greatest Need make? Ive looked in the dictionary help files etc but there doesnt seem to be any definitions. Thanks in advance, Natalie
  10. GarethRoynon

    INTEGRATED AFTER CALL WORK CODE REPORT

    Does anyone know if I can create an integrated After Call work Code report? Ive tried all ways but not having any much luck with any of them. Can anyone help? Thanks
  11. GarethRoynon

    Removing Call Alert Tone(Beep)

    Is it possible to remove the beep,leaving just the whisper for incoming calls to agents.We are currently running CM2 but will be likely to upgrade to CM3 if that makes any difference? Thanks Irv

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