CMS Reporting over Different Time Zones

[tsturg]

Hi there

We have a centralised CMS R13 that is used to report on our call centres in different time zones. The call centres are all part of the same ACD. This has not been an issue in the past as the call centres have had a 1 hour time difference to the CMS. We now have a call centre in Australia which is +12 GMT which means if we want 1 days worth of reporting for that office, we need to run a report over 2 days.

Is there a way to set time zone offsets for the skills, vdn's etc? I know that this is possible if you have different ACD's connected to the CMS, but not within the same ACD.

Any help will be greatly appreciated.

 

[AWYNOne]

We are in the midst of setting up a test environment to accomplish the same thing - making the CMS "fix" the 2 hour off-set between two sites.

The solution being presented is to use different Location IDs. For example, your existing location would use LOC_ID 01, the Australia location would use LOC_ID 2.

Our vendor has been doing the provisioning of the use of site IDs. LOC_ID feature needs to be administered in the PBX and custom report changes defined.

I have an informal white paper with information regarding the service but am not sure how to post it.


"If you always do what you always did, you'll always get what you always got!" Anonymous