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Forum: Contact Center Applications 06-21-2017, 07:19 AM
Replies: 0
Views: 1,058
Posted By jacks314
ACR v12 - recording calls transferred externally

We receive external calls into CM / CC Elite - the skill / VDN is defined in ACR and the call is recorded, occasionally we need to transfer the call to an external 3rd party, when this happens the...
Forum: Contact Center Applications 01-24-2017, 04:28 AM
Replies: 2
Views: 2,462
Posted By jacks314
Fantastic, thank you hpenni, I had missed that...

Fantastic, thank you hpenni, I had missed that setting. :)
Forum: Contact Center Applications 01-24-2017, 02:28 AM
Replies: 2
Views: 2,462
Posted By jacks314
ACR: Recording internal calls - but only some

ACR v12

We record all external calls delivered to our contact centre phones on a "by Stations, Agents, VDNs or Skills" basis.

In addition to this, we now have a requirement to record the...
Forum: IP Telephony and Convergence 01-19-2017, 07:15 AM
Replies: 3
Views: 3,805
Posted By jacks314
Thanks aa1, I guess that explains the blocked...

Thanks aa1, I guess that explains the blocked calls, the route pattern has an FRL of 3 but the majority of stations have an FRL of 0 in their COR. The Avaya documentation sent me down the wrong road...
Forum: IP Telephony and Convergence 01-17-2017, 07:21 AM
Replies: 3
Views: 3,805
Posted By jacks314
CM - "list measurements route-pattern" Calls Blocked

If I run the command "list measurements route-pattern 102 today" we can see that there are 9662 calls offered and 216 calls blocked.

Regarding the calls blocked, reading the CM reporting guide...
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