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Just to add more info... Calls queue within the ACD (CCT) that accepts the call. Within that CCT you use an IP-NIQ step which forces other CCTs to start executing (local ACD and any remote ACDs that can answer that type of call as defined by an IP-NIQ route). It is within these secondary CCTs...

We've been using IP-NIQ for around 3 years now. We had a few programming issues on the ACDs in the begininng, but once we knew how to build the CCTs correctly, everything has been running great. We ran it on versions 8.3 through V9.1 today. Watch out for... building the CCTs correctly and you...

For off phone work we use custom idle codes.

I use it. I believe it came with the CMI software. It doesn't come in an SDK by itself.

You can do this in one simple CCT. Have the ACD collect extention digits and store them in a variable (could use an IVR as well here). Once saved, use the select extension cell to call the variable digits. Another option would be to select an outbound trunk group and dial the stored digits.

We've tried to link the voicemail systems using AMIS-A. You had to type so many access codes to get to the voicemails it really didn't make sense. Who wants to have to type a long digit string to forward voicemails? On a side note, we are having a problem with sending calls between our Nortel...

We're using eQuality station side recording with business rules. We were able to fix the problem in house as Witness could not come up with a solution. We basically had to change the way we triggered calls. Apparently the CTI information is available for some CTI messages but not all...

You will want to use Aspect's CTI messaging capabilities to transfer information between Telephony devices (your custom IVR $ the ACD). This is assuming you have Aspect's Contact Server. We use Aspect's IVR and have been able to develop very good SR applications on it. I'm not really sure why...

You can download the manual from Aspect's eServices web site.

We've set our agent's COS to auto-answer customer calls. With this set, the agents cannot let calls just ring through. I'm guessing you can look to the "ring time" field to see how much time is being spent waiting for an agent to answer.

Does anyone use Witness to monitor Aspect ACD calls? We are not able to capture DNIS and ANI information within Witness even though we are storing the information in the proper variables. We believe that the CTI message that triggers the recordings does not contain the ANI and DNIS...

I just read the release notes for V9.1. There is a known defect created for RAS losing the ability to communicate. The temporary solution is to restart RAS. You shouldn't have to reboot the ACD.

It sounds like your TNSNAMES.ORA file needs to be updated with the ACD Database information.

Try to connect to the aspect ACD through your Oracle client (SQL Plus). If you can't connect, Oracle will give you an error that will point you in the right direction. I know that Oracle clients 9i and above are NOT compatable with V7.X Oracle databases which the ACD has. You can also try...

I guess it depends on how your call center operates. We like to put agent states into two buckets, available for a call and not available for a call. I created a canvas that "colors" the agent information (name, ext., state, reason, etc.) when the agent is in a particular state. For example...

The SID should be 'ACC' The global database name for me is 'ACC' Our service name is also 'ACC' You can find your service name in your TNSNAMES.ORA file on the PCs that query the ACD. Our ACDs are V8.4 which have Oracle V7.3.4.2 Databases. I'm not sure if newer ACDs have a different version...

I don't believe it is possible within one table. You could use choice buttons, but I don't think that is what you want.

I have some information that may help. I currently use Aspect's Real-Time Data Server software to collect information from Aspect ACDs and make that information available to applications. The Real-Time Data Software uses two services named "Aspect ACD Contributor" and "ODBC Contributor" to...

We are currently looking for a call recording solution to record 100% of our calls for compliance purposes. What vendors/solutions have you implemented in your call centers? Please post any good or bad experiences. Thanks!

Chris solved the solution the same way I did when I came across this problem. I would suggest that you upgrade to V4.0.