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  • Users: cmick66
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  1. cmick66

    NEC DTERM - Series E & I Phones Locking

    Hi Everyone, Each week at least 5 agents seems to lock up their phones and go into Call Recovery Mode. They're using either D-Term Series E or I 16 button sets. Is there a way to prevent this? The bugger is I'm unable to utilize the Tally Key and have had to reset the ACD during off hours to...
  2. cmick66

    GNAV - Agent Hold Times?

    Hi, Would anyone happen to know if the Agent Hold Times measurement is available within GNAV 6.1.3? I have perused a PDF of the reports available and features of each, though unless I missed it I didn't see it there. Does this measurement exist? If not, is there a way to capture it by chance...
  3. cmick66

    Call Volume (Count) with Overflow

    Hi, This may be a sanity check more than a true question but I'm just looking for some expert confirmation. Our contact center uses an NEC 2000 ACD. We also use the overfloe feature for remote outsourcing. When I generate a Call Activity Summary via GNAV 6.1, does that data only represent...
  4. cmick66

    Overflow Call Counts

    Hi Gang, We have a site we outsource to who when reporting our overflow call volume is constantly over the number of calls (offered and handled) than I'm capturing on my Overflow Call Activity report in GNAV. When I try to reconcile the numbers for reporting it causes a lot of unnecessary...
  5. cmick66

    Global Navigator

    Hey all, I understand Global Navigator is a relatively new "juiced up" NEC MIS. It's currently being installed in our site and I was curious if anyone here has had exposure to it. Specifically, I'm wondering if I can get a good level of detail on transferred calls. Is it possible to...
  6. cmick66

    Summary Report for Not Ready Reason Codes

    Hello, Would anyone happen to know if a report exists which could provide me with a data Summary of Not Ready Reason Codes? Currently we are able to generate Not Ready Reason Code data by agent but would like a summary by code to report on time utilization. Does a summary report of this...

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