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Search: Posts Made By: bennylu
Forum: IP Office Contact Center 05-06-2019, 10:00 PM
Replies: 4
Views: 1,715
Posted By bennylu
That's been an ongoing issue since version 9 and...

That's been an ongoing issue since version 9 and I was told 10.1.2 fixes the issue. If the same agent sign in again, why cannot the server release the agent license and re-assign it to the same agent?
Forum: IP Office Contact Center 10-21-2018, 10:35 PM
Replies: 4
Views: 1,731
Posted By bennylu
Just create a new Global variable then you can...

Just create a new Global variable then you can add it to supervisor home file to slide it between 1 or 2. In the task flow you check whether the new variable equals to 1 or 2 before open the DB and...
Forum: IP Office Contact Center 10-21-2018, 10:29 PM
Replies: 1
Views: 1,295
Posted By bennylu
Shall I use Equinox or Communicator?

The latest IPOCC10.1.2 was released before IPO R11 so the document only says it support Communicator softphone. Shall I use the Communicator or Equinox for agent after upgraded the Server Edition to...
Forum: IP Office Contact Center 08-07-2018, 09:49 PM
Replies: 4
Views: 1,731
Posted By bennylu
I do not think there is a way. I created a global...

I do not think there is a way. I created a global variable so my client can easily change the value when there is a known issue on their SQL server and then the task flow will bypass the DB check.
Forum: IP Office Contact Center 08-24-2017, 09:11 PM
Replies: 0
Views: 617
Posted By bennylu
auto response email when complete

Is it possible to have an auto response email when agent marks an email to complete? I know it can do it for a new email or do a closure message in web chat but I cannot find the place to do it in...
Forum: IP Office Contact Center 11-29-2016, 10:41 PM
Replies: 1
Views: 1,541
Posted By bennylu
Global Variable changes

There was a post about how to create a global variable and change it from user interface. It works perfect for my client. A new question: Is there any record in TTConsole to check who/when makes the...
Forum: IP Office Contact Center 08-25-2016, 10:50 PM
Replies: 2
Views: 1,777
Posted By bennylu
That's great. Thank you.

That's great. Thank you.
Forum: IP Office Contact Center 08-17-2016, 09:20 PM
Replies: 2
Views: 1,777
Posted By bennylu
Abandoned calls while listening to AA menu or greeting

I have a main topic to ring an IVR AA menu first. After press the digit, it will play another greeting then transfer to another topic.In the new topic it will check agent group available then either...
Forum: IP Office Contact Center 07-10-2016, 06:47 PM
Replies: 0
Views: 837
Posted By bennylu
CHAP channels locked

Found there is 5-6 channels locked (CHAP_TSE_Endpoint Reservation, reserved for number =80020 0x[161RO]) each week. I guess one of the IVR module causes deadloop but cannot find it. Is there any way...
Forum: IP Office Contact Center 07-05-2016, 11:14 PM
Replies: 1
Views: 1,062
Posted By bennylu
email keywords scan

There is only 10 keyword pattern under each configuration. Is it possible to add more?
Forum: IP Office Contact Center 06-16-2016, 05:49 PM
Replies: 1
Views: 1,103
Posted By bennylu
You can use Voicemail Pro module as external...

You can use Voicemail Pro module as external destination. In the module send an email then transfer the call.
Forum: IP Office Contact Center 05-24-2016, 04:44 PM
Replies: 4
Views: 1,374
Posted By bennylu
So only pickup call would add more instance? Does...

So only pickup call would add more instance? Does the agent pick up someone else direct call make the difference?
Forum: IP Office Contact Center 05-24-2016, 12:57 AM
Replies: 4
Views: 1,374
Posted By bennylu
Not 100% sure but please tell me anything could...

Not 100% sure but please tell me anything could affect the figures e.q. pick up, transfer, etc.?
Forum: IP Office Contact Center 05-12-2016, 04:27 PM
Replies: 3
Views: 2,371
Posted By bennylu
Is there any workaround?

Is there any workaround?
Forum: IP Office Contact Center 05-11-2016, 10:48 PM
Replies: 3
Views: 2,371
Posted By bennylu
wrap up time on direct call

The wrap up time in topic works fine as designed. However if agent receives direct call, new ACD call rings immediately after hangup. It looks like the wrapup time in Manager-User-Telephony does not...
Forum: IP Office Contact Center 05-11-2016, 09:11 PM
Replies: 4
Views: 1,374
Posted By bennylu
Counter totNConv<-DCExt vs totNNew<-DCExt

According to the description, totNNew<-DCExt is the number of incoming calls to the agent directly and totNConv is answered calls.

In theory totNNew<-DCExt should be greater than or equal to...
Forum: IP Office Contact Center 05-11-2016, 12:47 AM
Replies: 2
Views: 1,332
Posted By bennylu
Yes that's the only way I could think of. It...

Yes that's the only way I could think of. It would be good if the system could have sets of job codes to choose.
Forum: IP Office Contact Center 05-05-2016, 10:54 PM
Replies: 2
Views: 1,332
Posted By bennylu
Different Job Code

Is it possible to have different job codes for different topics?
Forum: IP Office Contact Center 04-21-2016, 06:26 PM
Replies: 1
Views: 1,325
Posted By bennylu
outbound dialer & skill?

A client with 3 sites is using IPOCC. To make overflow easier, I use one Agent Group with 3 different skills for 3 sites. All work fine except the following issue.
If calls do not answer within...
Forum: IP Office Contact Center 03-21-2016, 05:00 PM
Replies: 2
Views: 1,526
Posted By bennylu
The attached sample is a topic calling from...

The attached sample is a topic calling from Sydney so skill SYD is set to 80. The skill SYD of Sydney local agents are set to 100. The Skill SYD of Melbourne agents are set to 55 and Brisbane agents...
Forum: IP Office Contact Center 03-20-2016, 05:21 PM
Replies: 2
Views: 1,526
Posted By bennylu
Skill reduction does not work after change skill

Working fine: Set skill on an topic then add skill reduction in the task flow

Not working: add a condition to check whether there is any sign-on agent with the highest required skill. If no one,...
Forum: IP Office Contact Center 03-14-2016, 07:09 PM
Replies: 0
Views: 1,170
Posted By bennylu
Overflow between three Agent Groups every 30 seconds

Is it possible to let a waiting call overflow between 3 agent groups every 30 seconds? If not answered, call overflows from AG1 to AG2, then from AG2 to AG3, then AG3 to AG1 until someone answers the...
Forum: IP Office Contact Center 03-13-2016, 06:34 PM
Replies: 5
Views: 1,988
Posted By bennylu
You can merge agent groups into one skill based...

You can merge agent groups into one skill based group.
Forum: IP Office Contact Center 03-10-2016, 09:58 PM
Replies: 0
Views: 1,314
Posted By bennylu
change the priority after overflow to another agent group

Is it possible to change the call priority after overflow the calls to another agent group? I know I can add a new topic to give higher priority but is it possible to get it changed in the same task...
Forum: IP Office Contact Center 03-06-2016, 09:28 PM
Replies: 2
Views: 1,703
Posted By bennylu
New Client software

Upgraded the IPOCC server to 9.1.6 and tried to install the client on a new PC. It does not give the option to enter license server IP during the install then it gives license server error message...
Showing results 1 to 25 of 77

 
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