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Forum: Contact Center Applications 02-04-2014, 02:54 AM
Replies: 6
Views: 12,480
Posted By chrde
Thanks Hergen, Just what I needed.

Thanks Hergen,

Just what I needed.
Forum: Contact Center Applications 02-03-2014, 06:10 AM
Replies: 6
Views: 12,480
Posted By chrde
Where do you configure WS_username_gv,...

Where do you configure WS_username_gv, WS_password_gv? Is this the password you enter in the WS Open Interface Section of the Server Configuration of the Call Management Server? If so, What is the...
Forum: Contact Center Applications 02-03-2014, 05:25 AM
Replies: 0
Views: 3,219
Posted By chrde
Question Office Hours in Historical Reporting

Is there a way to bring the office hours into account when calculating the "Answer Delay" on multimedia skillsets? e.g. when a mail arrives on friday, we want the answer delay to stop incrementing...
Forum: Contact Center Applications 02-03-2014, 05:21 AM
Replies: 5
Views: 13,791
Posted By chrde
While running an applicaiton report will solve...

While running an applicaiton report will solve the issue of skillsets going out of service, it is not solving the problem with Office Hours. It seems they are not taken into account on neither the...
Forum: Contact Center Applications 01-31-2014, 08:55 AM
Replies: 3
Views: 7,282
Posted By chrde
So it seems that you are indeed missing your...

So it seems that you are indeed missing your input fields in the where

You should have something like
ROW_DATE = [Dates:] and Split = [Splits:] and ACD=$acd GROUP BY ROW_DATE, ...
Forum: Contact Center Applications 01-31-2014, 08:25 AM
Replies: 3
Views: 6,380
Posted By chrde
We have had the same problem. We have scheduled a...

We have had the same problem. We have scheduled a restart of the complete windows OS every day. Since we have done this we didn't see the problem anymore. It's not a nice solution but it works.
Forum: Contact Center Applications 01-31-2014, 08:19 AM
Replies: 3
Views: 7,282
Posted By chrde
It seems you are not using your inputs in the...

It seems you are not using your inputs in the queries you created. If you go to your query then press the where button. In the where textbox make sure your inputs are referenced. This is how my where...
Forum: Contact Center Applications 01-31-2014, 02:23 AM
Replies: 1
Views: 4,937
Posted By chrde
Question AACC Return Destination

I am looking for a feature which is called "return destination" in CM. This will automatically route the call to another number when the agent ends the VDN call. "return destination" is an option on...
Forum: Contact Center Applications 01-29-2014, 09:15 AM
Replies: 5
Views: 13,791
Posted By chrde
Hello Dgilli, Thanks for your feedback. I...

Hello Dgilli,

Thanks for your feedback. I totally agree. For our next projects we will not be using the contact router script for the reasons you mentioned. We just have to convince our customer...
Forum: Contact Center Applications 01-29-2014, 03:25 AM
Replies: 5
Views: 13,791
Posted By chrde
That is indeed working fine. However our customer...

That is indeed working fine. However our customer is also linking applications to CDN’s via the Contact Router script in the OD and they don’t want to change their way of working. Do you see any...
Forum: Contact Center Applications 11-18-2013, 03:33 AM
Replies: 4
Views: 10,867
Posted By chrde
This is what I tested: Criteria 1:...

This is what I tested:

Criteria 1: KeywordGroup containing only the word: 'test'
Criteria 2: SenderGroup containing only the mail address: 'a@b.com'
Both criteria have 50% weight

I did 4...
Forum: Contact Center Applications 10-31-2013, 09:55 AM
Replies: 4
Views: 10,867
Posted By chrde
AACC - Multimedia Rules

When Configuring 2 Search Criteria for a rule in the multimedia application, the weightages have to add up to 100%. In my case each Search Criteria has a weightage of 50%.

This is my situation:...
Forum: Contact Center Applications 10-31-2013, 09:07 AM
Replies: 5
Views: 13,791
Posted By chrde
AACC - Historical Reporting Skillset

Can someone tell me how the historical field "Answer delay" on skillset can be interpreted?

This is my scenario:

I send in a new email
In the realtime reporting (Skillset Report) I can see...
Forum: Contact Center Applications 10-05-2012, 08:56 AM
Replies: 1
Views: 13,452
Posted By chrde
AACC and WFO integration

I am trying to integrate AACC and WFO. I have setup a link between AACC and WFO according to the documentation. When I check the status of this link on the WFO/ACR it shows "UP".

The goal of this...
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