Messages

1

Mitel Software Applications / Re: PF/CCM/Real Time/ Add/Remove Device Question

« on: July 11, 2014, 06:43:14 AM »

HI,

I have found it, thanks for your help.

For others with the same issue, I fix it by the following;

Open Your Site Explore --> Agent --> search and click ACD Agent extension --> under licencing change to "Advance"

Cheers

2

Mitel Software Applications / Re: PF/CCM/Real Time/ Add/Remove Device Question

« on: July 11, 2014, 06:10:32 AM »

Hi,

Where do I go to licence the extension? Sorry all the others have been made by the installer so this will be my 1st time

3

Mitel Software Applications / PF/CCM/Real Time/ Add/Remove Device Question

« on: July 10, 2014, 03:11:19 PM »

Hi,

I have added a ACD agent to the CCM web site. The extension is listed under employee & agent web pages with correct extension number.

However when I load the client for Real Time, click on Agent by state --> right click and choose add /remove devices---> on pop-up window, the ACD extension isn't listed

Can anyone help ?

Thanks

4

Mitel Software Applications / Hotdesk User - Logged in/Logged out report - Non ACD

« on: May 21, 2013, 10:57:13 AM »

Hi,

ive been asked to generate a report for logging in times for hot desk users.

can someone please shed some light on how to produce this reports in schedule reporting.

Thank you,

5

Mitel Software Applications / Idle and System Idle

« on: October 05, 2012, 06:59:25 AM »

Hi,

Can someone please me what's the difference between idel and system idle on the Contact Center Client -->AGent state by position?

Thanks

6

Mitel MiVoice Business/MCD/3300 / RAD Ports

« on: October 05, 2012, 06:56:51 AM »

Hi,

I have to update the RAD port message.

Which is the best way to find out the current message so I can find out the correct RAD port number to upload the new WAV ?

Thanks

7

Mitel Software Applications / Re: Flexible Reporting (within CCM/ PrairieFyre)

« on: August 29, 2012, 08:52:51 AM »

Hi PuntsWorth,

Thank you for the clarification. What you are attempting to do if definitely achievable. Attached to this post is an image with the right expression to use.

If you have any questions, please reply to this thread!

Cheers,

Kevin Middlemiss
prairieFyre Software Inc.

Hi Kevin,

That worked 100% however the totals are incorrect.

the expression I am using is

Code: [Select]

=(Fields!EmpGrpByEmpExternalOut.Value+Fields!EmpGrpByEmpExternalACDCount.Value+Fields!EmpGrpByEmpExternalNonACDCount.Value)
External       External      External            Total
outbound     ACD count   Non ACD
count                               Count

5            3             0          8
7            3             0       11
8            3                 0       11
22            2             1                   24
14            2             0                   16
5                       2             0                     7
16            2             0                   18
20            1             0                   22
0            0             0        1
10            1             2                  14
3                  1             0        4
0           0             0        0
15           0             0        16
0           0             0       4
8           0             0        8
8           0             0        10

8

Mitel Software Applications / Re: Flexible Reporting (within CCM/ PrairieFyre)

« on: August 22, 2012, 08:53:43 AM »

Hi PuntsWorth,

Sorry for the delay in my response. Can you provide a bit more details of what exactly you want to do? For example, this is what I would do to add a column in Flexible Reporting to do the sum of certain fields;

1. Launch Flexible Reporting and either create, modify a report.
2. Choose all the report/device types necessary.
3. Once you are in the report builder, right click on the last column and choose Insert Column > Custom. A blank Column will appear.
4. In the bottom field, right click then choose "Expression". The Expression builder will appear.
5. In the expression builder, you will have many options (Fields, Functions, Operators) to choose from to build the right expression for the report you are tailoring.
6. For example: If I want to have the sum of EmployeeGroupByAgentACDCount, EmployeeGroupByAgentNonACDCount and EmployeeGroupByAgentOutCount, here's what to do;

• In the Expression field, start by putting the "=" sign.
• Click on Functions > Aggregate then double-click on Sum. You will see =Sum( appear in the Expression field.
• Click on Fields > Employee Group > double-click on EmployeeGroupByAgentACDCount.
• Click on Operators > Arithmetic > double-click on "+"
• Click on Fields > Employee Group > double-click on EmployeeGroupByAgentNonACDCount.
• Click on Operators > Arithmetic > double-click on "+"
• Click on Fields > Employee Group > double-click on EmployeeGroupByAgentOutCount.
• Close the expression with a bracket ")"
• Click Ok - Then you can test by using

That is one example, but you can easily see how simple and flexible the expression builder truly is.

If you need more information, feel free to PM me or continue posting on this thread.

Kind regards,

Kevin Middlemiss
prairieFyre Software inc.

Hi Kevin,

Cheers for the info, it worked but didn't give me the outcome I needed, as I don't think I have explained what I wanted correctly.

We need to add across the rows, for example;

Agent         ACD Calls         Non ACD Calls    Total
Jon                   5                         5                 10
Garry               20                        3                 23
Sarah               0                          2                 2


On your guide, it seems to count on the columns.

Is the above possible?

just to let you know, I used the following;

=Sum(Fields!EmpGrpByEmpExternalOut.Value+Fields!EmpGrpByEmpExternalACDCount.Value+Fields!EmpGrpByEmpInternalNonACDCount.Value)

Cheers

9

Mitel Software Applications / Flexible Reporting (within CCM/ PrairieFyre)

« on: July 31, 2012, 09:58:18 AM »

Hi,

Does anyone know how to add rows to give a total.

I have tried the expression

=Fields!EmpGrpByEmpOutCount.ValueFields!EmpGrpByEmpExternalACDCount.ValueFields!EmpGrpByEmpInternalNonACDCount.Value

but doesn't work 

10

Mitel Software Applications / Re: PrairieFyre//ACD//Call Reports

« on: July 31, 2012, 09:56:11 AM »

Hi PuntWorth,

There is an extra report that you could run to get the information you are requesting to see the internal abandon on any given path; Voice Queue and Queue Group ANI/Internal Abandon. In this report, you will have a field called "Calling line number" where you can see if the call is coming from an ANI or an Internal device. You can find that report under CCMWeb > Reporter > Voice > Queue Reports.

Should you have any other questions on that topic, feel free to PM me.

Hope this helps!


Cheers,

Kevin Middlemiss
prairieFyre Software Inc.

Just to let you know, the best was the ANI/Internal Abandon as suggested by kvnmiss however, the user wasn't that happy but I guess that's the best Mitel can do

11

Mitel Software Applications / PrairieFyre//ACD//Call Reports

« on: June 14, 2012, 05:09:47 AM »

Hi,

We have PrairieFyre which is emailing our customer service team reports on abandon calls. We are open to changing or email a new report out however a question has come up from that department which I am hoping someone can answer.

If a member of staff calls the ACD path internally and hangs up before answered, does this count as abandon call? If so, does anyone know either;

A) To spilt the totals of abandon calls internal & external
B) Filter out internal calls abandon

Many Thanks