Sorry I am greedy - I have 3 questions, for an inbound call centre. Currently using Avaya Release 13.

1. Caller speaks with the agent and the caller then puts the agent on hold. Call gets disconnected - why? Does Avaya detect a hang up when being put on hold?

2. Agent logged into multiple inbound queues. They need to call someone back. I understand ACWOUTCALLS will track this. But which queue/skill does it count this outbound call towards?

3. Which table will track transactions of calls coming into the centre - i.e. so we could do lookups on phone numbers that called our inbound lines, to see how often they call etc. I suspect its Call_Rec, but we havent gotten that populated yet.

Thanks in advance to whatever you can answer

1, I would have to check on monday when i am in work, but I did not think it recorded a disconnect in the example you described

2, ACWOUTCALLS will assign the skill that was related to the last call taken IIRC

3, I'm pretty sure that you have the right field, but you need to have the extended history addin( name might not be quite right)

Thanks for the reply so far.

1. Thanks, I am pretty sure thats it doesnt either.

2. Isnt that only for when you transfer internally that it will assign it to the last skill which took the ACD call? What if the agent calls an external number?

3. Its a table called Call_Rec, I have never seen it used until arriving at this new call centre - although its not being populated yet.