Messages

1

Mitel Software Applications / PrairieFyre Time in System and Time in queue

« on: January 19, 2017, 11:01:39 AM »

Hi All,

Can anyone explain to me the difference between the time in system and the time in queue please?
I would assume that the time in system begins the moment that ACD system receives a call, and then it might take a few moments while it routes to the correct queue at which time the time in queue begins. Can anyone confirm this for me please, and where I can pull a report that will tell me of the time in system?

Many Thanks,

Derek

2

Mitel Software Applications / Abandoned Calls not appearing in CCMWeb reports

« on: January 09, 2017, 12:15:52 PM »

Good Morning,

In the IVQ Abandoned Media in Contact Centre Client we have seen abandoned calls that exceed the short abandon timers, but yet do not show up in the CCMWeb reports they do not show up at all.
Has anyone ever seen this and why does this happen?

Thanks,

Derek

3

Mitel Software Applications / Calls abandoned not showing in CCMweb reports

« on: December 20, 2016, 06:20:04 AM »

Good Morning,

In the IVQ Abandoned Media in Contact Centre Client we have seen abandoned calls that exceed the short abandon timers, but yet do not show up in the CCMWeb reports they do not show up at all.
Has anyone ever seen this and why does this happen?

Thanks!