Hi,I am working on EWT formula with a route call to different destination if the EWT is >180 seconds, Below is the formula tried, ValidValue(((SkillGroup.SY1_CMC_Tech_01.RouterCallsQNow+1)*(ValidValue(SkillGroup.SY1_CMC_Tech_01.AvgHandledCallsTim...
Hi, We are trying integrate Cisco ICM (8.5.6)with Avaya CMS. The goal is to check agents stats in skill group configured in Avaya and queue call to VDN.I am following Avaya-ICM integration guide and trying to build best formula for this.Please let me...
Folks,We have Packaged CCE V9.X deployed here on virtualized platform.We will have planned shutdown next week.I just wanted to know that if the shutdown and startup procedure for enterprise system is applicable to PCCE system as well.Here is the docu...
Hi,We are trying to build a development lab in our setup which will be used purely for development purpose of ICM/CVP/CM.I need some guidelines or factors to be considered or some kind of recommended approach with latest ICM/CVP SW version available ...
Hi Anthony,
I am using your method to pull holiday in my script but I am failing at below step,
is_holiday = Call Subflow(SCRIPT[holidays.aef], is_holiday)
Could you please attach screenshot of this step?Thanks!
I am attaching my both scripts her...
I could see and monitor the Avaya agents from PG PIM and were able route calls also.I am using following formula to calculate EWT,ValidValue(((SkillGroup.SY1_CMC_Tech_01.RouterCallsQNow+1)*(ValidValue(SkillGroup.SY1_CMC_Tech_01.AvgHandledCallsTimeTo5...
Hi,We are using Gateway software MTP as weel as call manager MTP.One observation I want share is whenever I change the dial mode to Preview_only I shud see the Dialer port number on IP phone but I see the actual number of customer.Regards,Vikram
Hi Geoff,We tried setting this string to false also but in agent desktop logs we could see the value is set in array index 3 as false but for VRU PIM logs for same time we see the TOEXTVXML value as CRN number ( account number of caller which was the...
Thanks Geoff for reply.Agent transfers the call to TPIN transfer menu at the end of call.Following is the observation during transfer,The call preserves the ECC variable valuesAt the backend our customized application nullify the ECC variable value b...
