Tek-Tips is the largest IT community on the Internet today!
Members share and learn making Tek-Tips Forums the best source of peer-reviewed technical information on the Internet!
-
Congratulations Rhinorhino on being selected by the Tek-Tips community for having the most helpful posts in the forums last week. Way to Go!
ACD NAMES MISSING 2
- Thread starter Hondwagen
- Start date
- Thread starter
- #3
hi all
refering to my previous thread where the acd names went missing after reloading the unix :
my assistant have done a backup of the unix, the folder name is "000" and the filemname is "unix.swa.p" my question is, how do i import this file so that we can have the acd names that was missing, back again ?
refering to my previous thread where the acd names went missing after reloading the unix :
my assistant have done a backup of the unix, the folder name is "000" and the filemname is "unix.swa.p" my question is, how do i import this file so that we can have the acd names that was missing, back again ?
Once again you have to go into backup and restore.
Set a backup server and test (if the backup server is your laptop = enable an FTP server on your laptop like 3c daemon, turn off your laptop firewall & put the 000 folder into the path of your FTP server)
When you have the backup server tested and configured then go in to restore and restore only one itesm "ACDAPP"
to restore it correctly you have to stop the ACD within the Assistant
Set a backup server and test (if the backup server is your laptop = enable an FTP server on your laptop like 3c daemon, turn off your laptop firewall & put the 000 folder into the path of your FTP server)
When you have the backup server tested and configured then go in to restore and restore only one itesm "ACDAPP"
to restore it correctly you have to stop the ACD within the Assistant
- Thread starter
- #6
hi all thank you for the great feedback and assistance mnuch appreciated
the backup i got as mentioned before, this was done in 2009
am i right in saying that after we done the backup the routing etc. will change because its an old backup ?
regards shawn. . .
the backup i got as mentioned before, this was done in 2009
am i right in saying that after we done the backup the routing etc. will change because its an old backup ?
regards shawn. . .
Yes it will restore to that time.
If you do not have a lot of routing then it might be better to just open up the ACD Administrator and add in the information manually
Or
Do a backup now
then a restore of the old information
then note down the old information
then restore the new information
and then fill in the information from the notes
If you do not have a lot of routing then it might be better to just open up the ACD Administrator and add in the information manually
Or
Do a backup now
then a restore of the old information
then note down the old information
then restore the new information
and then fill in the information from the notes
- Thread starter
- #8
- Thread starter
- #9
- Thread starter
- #12
I'm sure you can see it on one of the performance reports - "Calls Offered" would be the number of calls sent to the agent because they were logged in and available (they would not have been offered the call if they were unavailable or working) and "Calls Handled" would be the number they actually answered. The difference is the number of calls they got that they didn't answer and every time that happens the system makes them unavailable (unless they are the last logged-in agent).
Many of those canned reports don't do what I want. There is some level of customization you can do, but I wish there were ways of completely creating your own reports from fields available or able to be calculated from the database.
Many of those canned reports don't do what I want. There is some level of customization you can do, but I wish there were ways of completely creating your own reports from fields available or able to be calculated from the database.
- Thread starter
- #15
hi all
yes i totally agree
but when a call are offered to you and you are available, and you miss that call the system makes you unavailable
but on reporter, how will this missed call show ?
"service out " or something else ?
i am having agents complaining to me that they missed 1 or 2 calls per month but the reporter shows more, any other reason for this ?
anything else that will show a missed call ?
maybe transfering a call to an agent that is not at his table ? will this show as missed ?
yes i totally agree
but when a call are offered to you and you are available, and you miss that call the system makes you unavailable
but on reporter, how will this missed call show ?
"service out " or something else ?
i am having agents complaining to me that they missed 1 or 2 calls per month but the reporter shows more, any other reason for this ?
anything else that will show a missed call ?
maybe transfering a call to an agent that is not at his table ? will this show as missed ?
I am not sure how a call would show up that is abandoned while actually ringing on the Agent's phone. I do use the abandoned calls report, and I can see on mine that the most calls are abandoned within the first 20 seconds, and since my initial greeting is 25 sec long I know they didn't even to bother to wait till the greeting is over. I work in a healthcare system, and nurses are some of the most impatient people I know - they would rather hang up and call back 10 times than sit in the queue for a minute. However I have had problems with mys system and have watched the realtime status graphs, and I have seen more than a fair share of people in queue where I am guessing the handset was on its way back to the cradle just as the call was ringing on the agent's phone. I am not sure if that is an instance where it would show up as abandoned or a missed call. It will definitely show up as an "offered" call, but I never looked close enough at the rest.
The other question I would have is if you have your groups set up to overflow to another group or an extension. I don't know what it is considered as from the leaving standpoint, but I know on the incoming group it will show up as a call offered as overflow rather than primary.
The other thing I have noticed over the years is that the numbers don't add up sometimes. If you use 5 or 6 different reports and look close enough you might see the number of calls that were offered to the group in a day, and if you add up the number of calls handled and the number abandoned it doesn't add up to the same number as the system says calls were offered - there are usually a few missing calls for me that I have no idea where they went - I don't have any overflow set up. You either answer the call or you don't.
The other question I would have is if you have your groups set up to overflow to another group or an extension. I don't know what it is considered as from the leaving standpoint, but I know on the incoming group it will show up as a call offered as overflow rather than primary.
The other thing I have noticed over the years is that the numbers don't add up sometimes. If you use 5 or 6 different reports and look close enough you might see the number of calls that were offered to the group in a day, and if you add up the number of calls handled and the number abandoned it doesn't add up to the same number as the system says calls were offered - there are usually a few missing calls for me that I have no idea where they went - I don't have any overflow set up. You either answer the call or you don't.
- Thread starter
- #17
- Thread starter
- #18
Just out of curiosity, when was the last time you did an orderly shutdown of the ProCenter server and then restarted it? My vendor claims I should be doing the shutdown and restart thing every 2 months rather than the 6 months if I'm lucky that I do it now. That might clear up any little instabilities.
- Thread starter
- #20
- Status
Similar threads
- Locked
- Question
- Locked
- Question
- Locked
- Question
- Locked
- Question