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Search: Posts Made By: dgilli
Forum: Contact Center Applications 10-13-2014, 10:05 AM
Replies: 4
Views: 4,375
Posted By dgilli
Another way

You can attach to the CCMM database and see the campaigns, search, sort, etc. with Excel or Access.
Forum: Contact Center Applications 10-13-2014, 10:01 AM
Replies: 2
Views: 3,804
Posted By dgilli
Call required

Is it possible that the disposition codes that do not show in your list are those that are marked to require a call and it is assuming you are not doing that as you are not updating from the Agent...
Forum: Contact Center Applications 04-16-2014, 08:53 PM
Replies: 5
Views: 9,008
Posted By dgilli
Next call handled

The next call handled would be based upon contact priority as assigned in the script (or multimedia if applicable). Assuming calls are all same priority the the oldest/first in queue will be...
Forum: Contact Center Applications 04-16-2014, 08:51 PM
Replies: 5
Views: 9,008
Posted By dgilli
Skillset priorities

There is no correlation between skillsets assigned to an agent. A priority in one skillset has no effect on a priority in another skillset, regardless of the order. Priority in a skillset, as...
Forum: Contact Center Applications 03-18-2014, 12:17 AM
Replies: 1
Views: 4,169
Posted By dgilli
Try firewall and antivirus

I have run this on different sites with various Windows 7 and Windows XP. Have not seen this issue.

Have you tried temporarily disabling firewall and antivirus?

Does it work from the CCMA...
Forum: Contact Center Applications 01-29-2014, 07:04 AM
Replies: 5
Views: 13,779
Posted By dgilli
I hope they don't

To start with I hope AACC doesn't start reporting on secondary scripts, as I often use a primary application/script just to get the stats for a certain type of call and all of the routing is in the...
Forum: Contact Center Applications 01-28-2014, 09:47 PM
Replies: 1
Views: 9,089
Posted By dgilli
Report fields do not add up

This is a frequent question. Not just on CDN reports, but also many other reports. It is typically 1 of 2 reasons. You are running interval reports and not all events take place in the same...
Forum: Contact Center Applications 01-28-2014, 09:34 PM
Replies: 5
Views: 13,779
Posted By dgilli
Application Report

Use application reports, they are not affected by whether the call is queued or not. This may mean you need to break calls out to separate applications. Just use them to execute the multimedia...
Forum: Contact Center Applications 06-20-2013, 09:35 PM
Replies: 2
Views: 8,214
Posted By dgilli
A little late...

Though you can only select one intrinsic for screen pop, you can put multiple pieces of data within that intrinsic. As long as the command line will accept it (parse) you should be able to get what...
Forum: Contact Center Applications 06-20-2013, 09:18 PM
Replies: 4
Views: 10,320
Posted By dgilli
Design

By design a variable set is limited to 100 entries. You will need to create a second variable and check both or use HDX/DIW to query a table for more than 100 entries.
Forum: Contact Center Applications 04-23-2013, 08:41 PM
Replies: 3
Views: 12,261
Posted By dgilli
Most do not

Most call centers handle one call at a time for one very compelling reason. By answering a second call you are simply changing the hold for that call to your phone instead of the group. This means...
Forum: Contact Center Applications 04-15-2013, 12:12 PM
Replies: 3
Views: 9,685
Posted By dgilli
Failed again

No group policies this time!
Forum: Contact Center Applications 04-10-2013, 12:10 PM
Replies: 3
Views: 9,685
Posted By dgilli
Resolved

Group policies appear to have caused this issue.
Forum: Contact Center Applications 03-28-2013, 03:01 PM
Replies: 1
Views: 6,689
Posted By dgilli
Java version

Had an issue installing Java from installer. Customer installed 64 bit version. Went back to 32 bit version and installed Cognos with no errors.
Forum: Contact Center Applications 03-27-2013, 03:51 PM
Replies: 1
Views: 6,689
Posted By dgilli
QM Cognos Install Error

Cognos Failed to Secure ReportNet.

I have verified the Windows 2008 R2 firewall is off.

Any thoughts?
Forum: Contact Center Applications 03-27-2013, 03:48 PM
Replies: 4
Views: 14,225
Posted By dgilli
Possible fix

D:\Avaya\Contact Center\Manager Server\iccm\data\sdm\stats\error

Sometimes this location has reports, but not always. If they are there, copy them to
D:\Avaya\Contact Center\Manager...
Forum: Contact Center Applications 03-15-2013, 01:59 AM
Replies: 4
Views: 9,468
Posted By dgilli
My understanding and thoughts

I see that your original question was built around a test and not an actual full process. If I understand the intent was for a caller to call in and set the on-call individual using a 4 digit code. ...
Forum: Contact Center Applications 03-11-2013, 11:40 PM
Replies: 4
Views: 9,468
Posted By dgilli
Still need assistance?

This is fairly old, but I work with this feature a bit and believe I see the issue. Let me know if you still need assistance.
Forum: Contact Center Applications 03-11-2013, 11:30 PM
Replies: 3
Views: 9,685
Posted By dgilli
QM ER ETL Task Database Fail

Installing QM with Enterprise Reporting. All goes fine until setting up the ETL tasks. I put in the proper database information, however the database test fails

Tested database connection...
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