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AACC6.1, Call Pilot 5, CS1000E 7.5 We have a number of scripts that give a voice menu to callers...for example Press 1 for Sales, Press 2 for Servicing This is currently scripted by playing users a voice segment, collecting digits and then routing calls to other CDNs that have either the Sales...

I am trying to calculate the peak number of concurrent calls into our voicemail system. I have the following information for the calls Start time (Column B) Stop Time (Column C) Duration (Column D) My approach has been to define short time periods (e.g. 08:00:00 to 08:00:59, 08:01:00 to...

Does anyone now when the next version of Perform is due out and if there are any new killer features? Thanks DD

Am trying to calculate the PERCENTILE values for several series of data at various PERCENTILE values i.e. 90th percentile, 95th percentile etc. I have the following formula to do this =PERCENTILE(R4:R368,$Q$371/100) (Where R4:R368 is my data set and Q371 is where I set my percentile e.g. for...

Has anyone found issues with i2004 with firmware 0604DCN? We are running Succession 5.5. The symptoms are: - lack of transmission on a call (both ways) - phone locking up (not responding to key presses) causing PCs to crash - when PCs are rebooted, the agents become locked in current state...

We have a CS1000E with Succession 5.5. Switch is located in UK, but we have an office in Germany with local PSTN. Prior to migrating the office to VoIP, they had a mix of 3 and 4 digit extension numbers (I know!) e.g. you could have one three digit extension (e.g. 100) or ten four digit...

We have a CS1000E with Succession 5.5. Switch is located in UK, but we have an office in Germany with local PSTN. Prior to migrating the office to VoIP, they had a mix of 3 and 4 digit extension numbers (I know!) e.g. you could have one three digit extension (e.g. 100) or ten four digit...

Ridiculous I know, but I've been asked to find out if Cisco (and Avaya and Nortel) offer tiered agent licensing... Agent A logged in seven hours, takes 100 calls uses a 'full price' license. Agent Z logged in seven hours (just in case there are a glut of calls that the other 100's of agents...

Ridiculous I know, but I've been asked to find out if Avaya (and Cisco and Nortel) offer tiered agent licensing... Agent A logged in seven hours, takes 100 calls uses a 'full price' license. Agent Z logged in seven hours (just in case there are a glut of calls that the other 100's of agents...

Hi, we recently implemented 500+ phones onto a CS1000M succession 4 with CCMS and CCMA. Some of the users were migrated from another (remote) CS1000M, which previously connected over a WAN using a CS1000B. Since we went live (over two weekends), we are getting a lot of dropped calls. The call...

As part of a rationalisation of call centre agents, I need to know where there are overlaps in agent IDs between different call centres. The IDs are in a 10000 number range. I have ten call centres. I have a list of agent IDs by call centre (one sheet per call centre) My rows are the agent id...

Fairly sure the answer is yes, but would appreciate confirmation. Master script contains a WAIT 2. The lookup section executes the appropriate script. The primary script (after date and time checks etc) queues to the skillset. If my application service level threshold is set to 20 and the...

I am working on some financial projections based on data storage costs. There are four sheets based upon whether data is kept for 3, 5, 10 or 20 years. The calculations also account for increased data usage over time. The calculations are on a monthly basis. The sheets show cost for that...

Due to a recent acquisition, we are looking to migrate people from an Avaya to a Meridian. Firstly, I am Symposium trained and have no knowledge of Avaya scripting. So, can anyone tell me what the 'm' means in the line... queue to skill 10 pri m I have no access to documentation otherwise...

We are trying to create a script that plays the callers CLID back to them. We're using this so engineers working with old 2216/2616 phones don't need to speak to an engineer to get the extension number of the phone. This takes time, engineers work out of hours, not always someone to phone etc...

Can anyone confirm whether the CC6 dialer is preview only or can it do progressive as well? Also are we going to rename this forum now that Nortel have rebadged their product suite?! DD

Hi, is anyone out there recording wireless devices using Nice? I'm thinking in particular of devices that switch from GSM/GPRS to WiFi when you enter a Company building. I realise this is new technology but it will come and we need to get this onto our contact recording strategy roadmap. We...

We have a bunch of 7960 and 7940 IP phones that we would like to SIP enable. Does anyone know from what release, this is possible? Thanks DD

We have a bunch of Cisco 7960 and 7940 phones that we would like to reuse when we take our Nortel Meridians to CS1000E. We have been told that the Cisco phones can be SIP enabled to allow this, but does anyone know what releases of the above Cisco phones supports this? DD

Anybody know how this works? What's the default number of CDNs/ACDDNs Is this upgradeable and if so how? Cheers DD