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This is an AACC 6.2 SIP connected to Avaya CS1K 7.5. The Call Presentation for an agent is set to 10 seconds break after call. When a contact is closed, is it possible to manually end the break timer to speed up the presentation of next contact? I know this is possible on AACC AML - but this is...

After upgrading AACC from SP5 to SP10 we receive Error: Unknown! when starting CCMA login page. We are able to log into CCMA - but all text are saying Error: Unknown! Any idea? Thanks!

I'm looking for a report that gives me a count of emails that has been open several times within a period of time. Is this possible in a Standard Report? Is it possible at all to make such a report with RCW? Thanks!

AACC 6.2 with MultiMedia (email) Is it possible to run a historical report that gives information about how many EM Contacts an agent has put on reschedule? Thanks!

AACC 6.2 with MultiMedia (email). Email contact has been answered by Agent A. Agent A make a reply back to customer asking for more information. Customer make a reply back again with answer. Does the CCMM queue the contact (email) to same agent (Agent A) or to the longest idle agent? Thanks!

CS1K 7.5 and AACC 6.2 AML with SP6 installed. All agents using IP 1140 sets. All agents using AAAD in a Citrix environment. All agents are assigned to both Voice and MultiMedia skillsets. When an agent is logging into AACC he/she needs to: 1. Enter the Workstation name manually 2. Enter the...

Hi! Running sites with NES CC 7.0 (AML) and AACC 6.2 (AML) using IP 1140E sets. All agents using Agent Desktop (CCAD/AAAD). Is it possible to have a call log for voice contacts that has been answered on a skillset? Example: An agent answer a skillset call. When the call is disconnected the...

Hi! Need some help collecting CLID and playing it on AACC 6.2 SIP. /*Collect CLID into variable.*/ ASSIGN CLID TO CBR_InboundNumber_cv /*CBR_InboundNumber_cv = Type CLID */ ? ? ? WAIT 5 /*This GIVE IVR command plays back the CLID*/ ASSIGN c_play_only_gv TO voicexml ASSIGN c_sip_digits_int_cv...

Hi! We are implementing CallBack Request (CBR) from Avaya Professional Services (APS). APS has installed the CBR component which will invoke AACC API to queue new outbound contact onto AACC Outbound queue using web services. APS has delivered an example script. This is implemented on AACC 6.2...

Avaya Aura Agent Desktop has a field called Customer Details where it is possible to configure a customer with First Name, Last Name, Email, Address, Phonenumber, etc. Is it possible to import these data into the AACC from a txt file? I know it is possible for Outbound Campaign, but I would...

What is the difference between "Web On Hold comfort groups" and "Web communication comfort groups" in AACC 6.2?

-------------------------------------------------------------------------------- AACC 6.2 SIP, SP5+RU01 I have an issue sending emails from CCMM to recipients using Outlook and MS Exchange 2010 (not sure if it is the same on MS Exchange 2007). The email is sent from CCMM using HTML format...

Is it possible to schedule (date and time) retrival of emails into CCMM? Customer is looking into stopping retrival of emails from MS Exchange 2010 at spesefic dates and times when the CC is closed. The reason is that they need other agents ,not connected to AACC, to handle emails in MS...

In Agent Desktop (AAAD) the agent can search for users phonenumber using the Phonebook. The phonenumer is pulled from the LDAP server - in this case Active Directory. The phonenumer is in E.164 format (+yyxxxxxxxx, where yy is countrycode and xxxxxxxx is the phonenumber). When an agent needs to...

Hi! It it possible to run, at the same time, Session Manager and NRS for SIP endpoints? Reason for the question is that we would like to run the old SIP applications (not tested against Session Manager) with NRS and the new SIP applications (testet agains Session Manager) with Session Manager.

When an agent answer an incoming skillset call, the customer CLID is displayed on the Agent Desktop. On the agent phone the DSC (CDN) is displayed - not the cutomer CLID. Is this possible to change, and if so where?

I have installed a new AACC 6.2 SIP (CoRes CCMS, CCMA, CCT, CCMM and AMS). When testing the CCMM and e-mails I receive an error for the CCMM EMail Manager service: "SERVICE IMPACTING EVENT: There is not enough free disk space free on drive E to continue processing emails" After this the...

When configuring the CC Web Stats in "CCMM Administation -> General Administration -> Server Settings -> CC Web Stats" I need to specify the port? Which port number should I use?

Is it possible (supported) to have 2 CallPilots in one CS1K?

Can someone please tell me if this is a bug or not supported? Setup: FNAD FDN FNAT FDN FNAL FDN ACD-DN 5642 with SDNB=YES. Set configured with: CLS HTA, HBTA, FNA, CFTA FDN 5690 EFD 5690 HUNT 5690 EHT 5690 KEY 0 ACD 5642 0 165642 KEY 1 NRD KEY 2 MSB KEY 3 SCR 8904 0 Test: Set logged into ACD...