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We are running a CM 7 with CMS R18. There has been a "call" stuck in the queue for over 100 minutes. Other calls come in to this queue and go to an available agent but not this one. Any suggestions? I tried to queue it to another queue but that didn't work.

I know this is probably going to be something easy. We have a CM 6.3 and Unified Messaging 2013. We have 3 6408d+'s set up with bridged buttons to an "X" ported extension. When someone calls the "X" ported extension and they need to transfer the call to someone else and they don't answer, the...

Got a head scratcher here. We have NICE Perform 3.5. We recently replaced the remaining windows xp OS with Windows 7 (64 bit) and IE9. We are having some issues with NICE saying the codec pack is not installed when trying to listen to calls. Our service desk has uninstalled, reinstalled all...

Should our agents be able to receive incoming direct or acd calls when in ACW? We changed the COR on some of the agents for service observing and it appears that the new cor may be the issue but I don't know why. We have a CM 6.3 with CMS R15. The calls will ring once at their phone and then...

this is a first in all my years working with CMS. We have a CM 6.3 and CMS R15. We installed supervisor 16.3 on her windows 7 computer. When she goes to open a report, it automatically minimizes it to the task bar and when she clicks on it to open it, it does nothing. And no, the option to...

we have a CM6.2 system. I set up a handful of our field adjusters with EC500. However, when the switchboard or even internally tries to transfer a call to their extension their cell phone rings but doesnt go to the cell phone vm like I want it to. I have the voicemail detection set to none...

When our vendor set up Unified Messaging 2013, they set up an auto attendant that uses speech recognition for callers to dial employee's. It has the default message on it that says "Thank you for calling Microsoft Exchange auto-attendant. To reach a specific person, just tell me their name"...

we are running CMS R15 database and using R16.3 Supervisor on Windows 7. However, when I try to save an interactive script, it does not save. No errors, just doesn't save it. What am I missing?

We are using NICE Perform 3.5 mostly with Windows XP. I have one csr where when she logs into ROD, the ROD application box disappears. If I log into ROD on my computer with her credentials, it does the same thing it disappears. The application is running in the background but the box where...

We are running CM 6.3. I was asked to change a specific skill group number in our vectors to a different skill number because they want to eventually get rid of the first skill. So I did that. I just ran CMS reports for all of 2015 for the skill they want to get rid of and there were at least...

I'm new at using One-x attendant and I'm trying to understand how this works in simple terms. If I have two clients configured as one-x attendants and want to use them at the same time, how do the incoming calls know which client to ring to?

Can anyone tell me how to find out what OS and version our CMS R15 is running?

I have what is probably a really lame question. We are using Microsoft Exchange 2013 Unified Messaging with our CM 6.3. All I want to know is how to playback a personal greeting. Can't remember what I recorded for a particular mailbox and the only way to hear it is after hours when the office...

We are using One-X Attendant 3.06.001.000 and all I want to do is import the agent login text file that I exported from our CM6.2 but I get the following error: Import file contains incomplete lines. Import has been canceled! at line=1 Anybody run into this before? I was able to do it one...

We have NICE Perform 3.5 and having a problem getting the Set Security to install on this one particular laptop with Windows 7. We have it on other Windows 7 computers but on this one, we go through all the install steps with no errors but when we go to the Perform login screen, it says to run...

I think I have what should be a fairly easy question. When I run an interval report, I have the starting reporting time set at 00:00-23:30. Can anyone tell me what determines the first interval time that the report actually reports on? For example, I can run the same interval report on the...

Does anyone know if CMS R15 has a built-in calculation for Average Handle Time on an Agent level? Thanks everyone!

Does anyone have a setup where they enable a manager/supervisor to roam the floor of a call center and have some mobile phone that will allow them to service observe whomever they want without going back to their desk? Thanks everyone!

I'm at my wits end with CM6.3 and Unified Messaging using a SIP trunk to connect the two! We are having all sorts of weird problems with transferring calls. Problem One: I have a VDN/Vector set up that is our Helpdesk Extension. If one of the three helpdesk guys gets a call through that VDN...

Does anyone know if it's possible to design a monthly report based on a specific group of agents only? For example, I want to know how many calls were taken for a SPECIFIC ACD and ONLY by Beth, Sue, and Donna....NOT everyone else that took calls for that skill. Just MY people. Any thoughts...