Alcatel Unleashed

Hi All,

In the Agent excel general report you can find the BC column with the following:

Total of duration the agent was unreachable: Total of duration the agent was unreachable. An unreachable state is detected when the agent has unplugged his phone set or when he is programming is phone set, or ...

Hi All,

The issue has been solved , the first used script was based on the LIT rule only this way the system seems not to be able to calculate the EWT but after adding the ISM rule the estimated waiting time is calculated this way: at first when entering the waiting room and secondo after each ...

I'm off site ,so I will post it tomorrow

Regards

Hi there,

the config is as follows: I have a statistic pilot routed to a pilot and then to an ACR waiting room and then to an agent groupe , the issue is can't use Expected Waiting Guide in the waiting room as the system seems that its not calculating it ( EWT is always equal to 0 in the acr debug ...

Hi all,
I made an ACR configuration for a call center, with a pilot having two rules, first one with an waiting queue and the second with an acr activated waiting room, the EWT is calculated and working for the first one but noway with the second one , can any one confirm that the EWT works only ...

Hello Sadim,

Your tip has been tested and working as expected, the only downside is that we have only 6 levels , but as you said its the only way to do the EWT guide with CCD only solution

Thank you for your help
Tecnouser

Hello Sadim,

Thank you for the reply il will try this one and will let you know

Tecnouser

Hello All,

No clue ??

Tecnouser

Hello all,
I'm posting hoping to get a clue to my configuration issue, trying to set up a CCD waiting time announcement in OXE R11 but noway , the voice guide number is the default 534 however, when i set the voice guide position in queue 518 it works without any problem, I'm missing something for ...

Hi,

I guess that you got an answer for your request , but anyway if this will help you, I can say that the Ticket Collector is a free app from ALU that can be used along with the CRI licence du generate advanced CCD report, and the TE is an licenced app from ALU with can be used to pull the CCD ...