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We had the same issue. This is nothing that can be modified through the OB Campaign Manager interface. Avaya can modify the algorhythm to increase the number of contacts per agent and I believe that there is also a patch available for this on 6.1 SP3.

Yes, we just upgraded to CS1K 7.5 and have AACC 6.1 (and all services are up on CCMS)

I meant release 6, not 5.

I am also running CS1K 5.5, CCMS, CCMA, CCT & CCMM 5 with SUS07 lineup. We do run into occasional issues with services synchronization, although it has become more stable over time. The biggest issues currently is the CCAD clients are disconnecting and reconnecting to the CCMM server...

Where did you check the priorities for the email -- did you check them on the CCMM or in the scripting? Do you know if these were the requeued emails that were being presented to the agents? Can you post a copy of your MM call routing script that is queueing these email contacts? Did you run...

Is there a way to manage the DNC list in the OB Campaign manager in Release 6 of CCM? We have had some agents incorrectly disposition calls as "Do Not Call" and want to be able to remove those phone numbers for CCM's Do Not Call database.

You must route the options to a CDN that is acquired by CCM and is pointed to an application in CCMS. Reporting is only generated on applications (which are primary scripts). Reporting does not peg for secondary applications.

We have 2 CCMS (6.0) sites with CCMA. We are in the process of turning on multicast across our network and both CCMS have the same RSM IP address (the default that Nortel loads). The send IP address in the RTR data send IP addresses are different. Is there any issues with having the same RSM...

These are the Nortel mono headsets.

We are utilizing soft phones for some of our call center agents. We are wondering if the following is possible and how to implement: Can the headset button remain active between calls -- we are call forcing calls to agents and the headset appears not to be "on call" between calls

In the scripting guide, under the PLAY PROMPT section, it states the maximum length of a voice segment is 120 seconds. In Meridian Mail, you can record a segment more than 120 seconds, however, we have had experience where when it plays, the voice port that is playing the announcement becomes...

Thanks everyone for your replies...Yes, I do mean the calls getting through to an agent... The dchannel messaging sounds intriguing, but a little too time consuming and it doesn't give you the historical ability -- such as can you see if Agent A disconnected the call at 4:18 pm yesterday...

Good Afternoon, In the Call by call data, is there a way to tell whether the agent or caller initiated the disconnect? What does the data look like for each scenario? Thanks Fonchick

I am trying to figure out a way in Symposium to report off outbound calls with categories. With Activity codes, I can't enter in an activity code on an outbound call without having the agent go into Not ready before making the outbound call. This pegs as a not ready reason code and due to...

QUOTE: "give the bad pos id to your vendor, they can clear it, if not you may need a new vendor." I am having the same issue. John, I am assuming that the solution for clearing it does NOT mean reloading the switch and rebooting Symposium...That is the solution my vendor has proposed...

I would have a boolean set to FALSE except when the emergency message needed to play -- then have the sup or whoever change it to TRUE when you needed it on. IF the boolean was TRUE, then I would EXECUTE the emergency message script that would play the message (GIVE IVR XXXX WITH TREATMENT...

Matt, Do you collect the digits in a call variable for the menu choice? If so, you need to make sure the default is not 0 if you do not want it routing to 0 if there is no choice made. I made my default value on my call variable 99 as it is not a valid option. Good luck!

Phil, You may want to do some testing yourself with the Agent DN performance report. (Make some test calls -- ensuring some make connections & some are RNA). From my previous experience, even though the data dictionary shows that it is the total number of times the DN button is pressed (for...

Is your master script very large? If so, go into the master script, click the view menu on top, then validation options and make sure the boxes for Check logic after validation and check logic before re-activation are not checked. If these boxes are checked, this has caused my master script to...

Is there anything in your master script or application that the CDN is pointed to that has any thresholds, if met, get routed to the Receptionist (i.e. if skillset is out of service, route to receptionist or if expected wait time is greater than X, route to receptionist). My thought is...