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Dear All I am getting an error and it has now become extremely difficult for me to troubleshoot... The error is " SPI session error: data collection session is down" My CMS gets the data from my switch (S8700 V11) through a dedicated CLAN... The network connectivity between the CLAN and the...

Dear All Can some one throw some light on the Total-ACD-time calculation formula as can be seen in a skill wise summary daily report.. If an agent takes 50 ACD calls and if the average ACD-time per call is 180 seconds then how will be the Total-ACD-time calculated. Thnx in advance... Robonix.

Dear All Has anybody programmed a call Whisper in a Call Centre environment ? I have figured out that this can be done using VOA e - VDN of ORIGIN ANNOUNCEMENT extension...... The agent should be able to a hear a message explaining the source of the call... This announcement is hardcoded with...

Hi All I have a S8700 V11 and a VAL-ANNOUNCEMENT board. I have a .wav file for one announcement which I have to upload in to the VAL-ANNOUNCEMENT board. Any of you guys know how to do it? Thnx in advance Robonix..............

Hi Guys I have enabled CDR on my switch. The last coloumn I selected is FRL and I have marked a yes on "disconnect information in place of FRL" in the DISPLAY SYSTEM PARAMETERS. Now can I know from these reports if an inbound call recd by an agent is disconnected from the FAR-END...

Hi I am using 6408D+'s for an inbound process. I need to capture Trunk-Id's to know the exact channel on which the call has come. The problem is that this phone has only 8 feature buttons and all these 8 buttons are used,now I cannot program trunk_id on any of these buttons. Is there any way...

Hi Guys Can any one help me in gaining some knowledge on Genesys CTI and Genesys products....I've already tried the site www.genesyslab.com.... Any help will be greatly appreciated.... Thnx in advance... Robonix.

Hi Guys I am trying to paste a picture i have created in Microsoft Visio in to one of the slide of Microsoft Power point. The problem is that the picture i am trying to paste in to Power point is very big and it doesnt fit properly into the size of the slide. If it fits then it gets...

Hi all guys I am planning to implement Tenant Partitioning. Suppose I implement only 2 partitions viz tenant 1 & tenant2. would like to know whether i can have tenant1 working on EST and Tenant2 working on PST. This is because i want to connect 2 different CMS's for these 2 different...

Hi all I have a Definity G3R V9,which is connected point to point to another switch which is ROCKWELL. I have an Alcatel Newbridge Multiplexer on the ckt. When I tranfer an incoming call landing on Definity to the far end switch which is ROCKWELL does it cease one more channel? Every time I...

Folks We are using Definity G3 Si V9. I have one VDN 4001 which has vector 128 configured to take incoming calls from US. I have one VDN 4019 which has vector 129 configured to take incoming calls from UK. Ther's an IVR (Conversant) before the PBX. This IVR has a Voice Out which depends on...

Hi I have a Nice 8.7 which works smoothly on a Win NT m/c but doesn't on a Win 2K m/c. The CPU utilisation shoots to 100% for those m/c's with Win 2k whenever I install Nice screenagent.This problem is only for screenagent on Win 2k machines. Any idea? Thnx Robonix.

Hi All Whenever I type the address besides "To: " I want Microsoft Outlook to check the name automatically and underline the addressee.(As it works with "Ctrl K") Will the above thing work only if i have the addresses in my CONTACTS? or how? It doesnt work for me even if...

Hi All Whenever I type the address besides "To: " I want Microsoft Outlook to check the name automatically and underline the addressee.(As it works with "Ctrl K") Will the above thing work only if i have the addresses in my CONTACTS? or how? It doesnt work for me even if...

Hi ........ This is a call centre environment and I've got a new challenge ....... There is one agent Logged in to a predictive dialer (Mosaix)and takes outbound calls. The same agent is also supposed to take inbound calls.(without agent blending) Though the frequency of the inbound calls...

I have a SQL database residing on a server with 2GB RAM,36GB Harddisk and Windows NT OS.The database version is SQL 7.0. Its a call centre environment where agents use a front end tool which connects to this database residing on the server. As of now the speed of accessing this database is...