Messages

1

Mitel Software Applications / Re: Idle and System Idle

« on: November 22, 2012, 12:34:22 PM »

You are welcome! If you have any more questions, feel free to reply to this topic!

Cheers,

Kevin M.
prairieFyre Software Inc.

2

Mitel Software Applications / Re: Idle and System Idle

« on: November 21, 2012, 09:12:30 AM »

Manchester,

You can definitely disable it easily by changing the Class of Service option of the Agent/Set (depending if they are hotdesking or traditional) to disable the Group Presence Control / Group Presence Third Party Control option. (See attached screenshot)

Once this is done, it will prevent the Agents from controlling their group presence and be in System Idle.

Cheers,

Kevin M.
prairieFyre Software Inc.

3

Mitel Software Applications / Re: Idle and System Idle

« on: November 20, 2012, 09:52:30 PM »

Manchester,

Like ghost mentioned, this could to be a work timer / wrap up timer. That being said, in Contact Center Client, you should see that Agent appear on "Work timer" (see attached screenshot).

System Idle, however, would be if the agent is Idle, but not present in any Agent Groups that he's a member of. This could explain the reason why you are seeing the agent sitting Idle while there are calls in queue.

What version of CCM are you running? Are you using Agent Group Presence?

Cheers,

Kevin M.
prairieFyre Software Inc.

4

Mitel Software Applications / Re: Prairiefyre - CCM Queue Now Calls Waiting issue

« on: October 28, 2012, 05:53:33 PM »

Fcutler,

Boycey9 directed you in the right direction. These are common issues if some of prairieFyre's "golden rules" settings are not met. Attached is a spreadsheet with all the 3300 settings that should be configured in order to accurately report on the incoming/outgoing traffic along with other settings that could prevent any real-time/reporting issues.

Cheers,

Kevin M.
prairieFyre Software Inc.

5

Mitel Software Applications / Re: CIS 6.0.0.4 queue now not showing calls waiting

« on: October 28, 2012, 05:49:32 PM »

Christuffin,

Sorry for the long delay in responding to this question. The common issues when this occurs is the "Path Real-Time Events" options in the ACD Path form of the 3300 not set to True.

Please try it out and reply if you require further help.

Cheers,

Kevin M.
pairieFyre Software Inc.

6

Mitel Software Applications / Re: Idle and System Idle

« on: October 28, 2012, 05:47:01 PM »

PuntsWorth,

When using Agent Group Presence, and agent that is logged in but not present in any of the groups he is assigned to, it will show that agent state as "System Idle". Once that agent is available in any of the Agent Groups, his/hers state will change to "Idle".

Hope this helps - If you require further assistance, reply to this thread!

Kevin M.
prairieFyre Software Inc.

7

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

« on: August 22, 2012, 05:17:33 PM »

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.

8

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

« on: August 13, 2012, 06:14:59 PM »

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.

9

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

« on: July 25, 2012, 05:01:53 PM »

CallCenterSUp,

You can run an Agent Performance by Period - that will show you the amount of requeues for that agent by intervals. That could give you more information on the frequency and different intervals where the requeues are happening. If you want a more detailed view, you can always use the SMDR Inspector and filter the data by date/Agent in question. If you look at the "Transfer/Conference call" column for "R" that means that the call was requeued.

Hope this helps! If you need more information, please reply!

Regards,

Kevin
prairieFyre Software Inc.

10

Mitel Software Applications / Re: Contact Centre Client - Real-time charts zeroing - PrairieFyre

« on: July 25, 2012, 04:36:30 PM »

Hi Laurie,

This is a known issue and it is caused by ACD records that are out of sequence. If ACD records are out of sequence, it will trigger the real-time statistics to reset. The source of the problem is cause by the PBX streaming rogue ACD records which may occur by altering the PBX clock. You can easily look in the raw ACD data to see which record is causing the reset. You can easily corelate the time of the next is happens with an error in the Enterprise Service log (prairiefyre.services.enterpriseserver.log) located in the [installdir]:\Program Files\prairieFyre Software Inc\CCM\Logs\ folder that looks like the following;

eInfo 9/15/2010 10:55:34 AM Statistics Manager moving to new day Statistics moving to new day for media 1, based on record 20M10553419667 19467 00

I believe some changes were made in MCD 4.0/4.2 to prevent this from happening.

If you have further questions, please reply!


Regards,

Kevin
prairieFyre Software Inc.

11

Mitel Software Applications / Re: Outlook 2007 Templates for PrairieFyre

« on: July 18, 2012, 10:30:47 AM »

Phantisy,

You can integrate templates with the Mitel 6150 Outlook plugin for Multimedia. Here are the steps to create and use them;

To create a template
1. In Outlook, click the Folder List button below the left pane to view a list of Outlook folders.
2. Expand the Public Folder list, right-click All Public Folders, and select New Folder. The Create New Folder window opens.
3. Under Name, type Multimedia Contact Center templates.
4. Click OK. The Multimedia Contact Center templates folder opens in the All Public Folders, folder.
5. On the toolbar next to New, click the down arrow.
6. Select Post in This Folder. The Untitled - Discussion window opens.
7. After Subject, type the name of the queue for which you are creating the template (for example, type Support).
8. Type a response in the template.
9. Click Post.

To select a template and reply to a contact
1. In Outlook, select your Agent Inbox and double-click an unanswered contact to select it.
2. Click Reply. The Reply window opens.
3. Click Select Template.
4. Click the Folder List button below the left pane to view a list of Outlook folders.
5. Expand the Public Folder list, click All Public Folders, and click Multimedia Contact Center templates.
6. Under Multimedia Contact Center templates, double-click a template to select it. The template information opens in the body of your message.
7. Type any additional information required.
8. Click Send.

If you need any more information, please post here or PM me!

Cheers,

Kevin

12

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

« on: June 18, 2012, 04:59:33 PM »

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.