One of the problems is how Queue is interpreted in statistics. If you have one IVR option that can route call to two different skillgroups (E.G. Option 2 on ivr routs call to one shared queue that routes call to the first available agent on either SG2 or SG3) than variables "calls queue" and "calls aband in queue" will be double (3 SG's - tripple and so on).
Here is the formula we use to calculate real number of offered calls:
I'm not able to access my old voice mail messages all of a sudden. The recording says something like 'the message is currently not available'. This has never happened before in all the years I have been using this system. I have t...
If you have 2 ISR routers, one acting as Failover, do we need to have both the same number of SRST licenses on the 2 routers?
No. You will only need the SRST licenses on the primary router. Because this feature...