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  • Users: jgaskins
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  1. jgaskins

    How to keep control of the call to conduct a survey after the call.

    On the CallCenter ACD, the customer will be prompted if they would like to complete a survey following the call. After the agent call is complete, how does the system keep control of the call to pass it on to the survey? Can ECS do this?
  2. jgaskins

    Aspect CSS IVR

    We are looking into purchasing the Aspect CSS IVR. We would be running retail banking applications on it. I am looking for the pros and cons of this system and would appreciate any feedback.
  3. jgaskins

    Offline Database for Reporting

    We would like to move the call records from the ACD to an offline database for reporting purposes. We have two ACDs and would like to 'merge' the data for some global reporting. We do not have DataMart and most likely would not get the money approved to pay for it. My question is do we need...
  4. jgaskins

    IP NIQ

    Currently, our NIQ connectivity is provided by a pt to pt T1 between two Aspect ACDs. I want to change to IP NIQ. I would like to learn about 'lessons learned' situations on installing/using this product. Thanks! Jennifer
  5. jgaskins

    Voice Mail alert Page via Contact Server

    Scenario: customer leaves a voice message. Action: Notification is sent to a specific pager. I could not find a way to do this in a CCT. Aspect concurred that once the customer hangs up after leaving a voice mail message, the call is over. However, I believe there is a way to complete the...
  6. jgaskins

    Delay between ACD and IVR

    We've recognized a consistent 3-5 second delay between the ACD and the IVR. I'm trying to understand where the delay is coming from and how we can shorten it. Any ideas? thanks!
  7. jgaskins

    EWT accuracy

    We are looking into announcing the Estimated Wait Time to our callers. What are the obstacles to getting it to be as accurate as possible?
  8. jgaskins

    ver8.3 Network Backups

    Has anyone attempted the network backup capability available with version 8.3? I was told by Aspect that you could backup your data/voice to a network drive, but that you could not restore your switch with this backup. Has anyone overcome this obstacle?

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