Avaya Aura Contact Center 6.x (AACC) -- Remote agent logout (AML only)

Avaya didn't offer remote agent logout feature in AACC 6.x AML until version 6.4

What you can do instead in version 6.3 and older releases -  de-acquire/re-acquire agent TN.

To de-acquire/re-acquire agent TN:

1) Open AACC web-interface (CCMA).
2) Go to Configuration - Phonesets and Voice Ports.
3) Find TN that you want to de-acquire.
4) Clear the Acquired check box to deacquire the phone or voice port.
After you select or clear the Acquired check box, click Refresh Status to refresh the Status box
5) Check again Acquired check box and clik Refresh.


Addition:

After testing with 6.4 - new built-in functionality to logout agents remotely only works if an agent has CCT account. So, de-acquire/re-acquire agent TN is still useful.

Verint Impact 360 -- How to see a path to audio file

Information for Verint geeks ).

While playing recorded call in Interactions - Contacts you can press CTRL-ALT-SHIFT-F12 and it will open a new window with additional information that includes URL to actual audio file (AudioPath).

Also in this AudioPath url it shows whether system tried to search for audio locally or in archive (searcharchiver=true or false). Seems to be if your call already archived it would be equal to TRUE.

This works in Verint Impact 360 ver. 11 and 11.1 (maybe in older versions works as well).

Verint Impact 360 -- License usage

It is strange but by default Verint doesn't offer any tools that would allow you to see real license usage.
Seems to be they do not want you to know ).

You can get this information from MS SQL database.
Request below returns maximum license usage per month, it is based on the fact that Verint licenses you for the maximum simultaneous recording sessions. It is working for Verint Impact 360 ver. 11 and 11.1 (not sure about older versions but it might work as well).

--------------------------------
SELECT TOP 1 count(*) as MaxSimultaneousCalls
FROM [CentralContact].[dbo].[Sessions_month_X] T1,
[CentralContact].[dbo].[Sessions_month_X] T2
WHERE
    T1.start_time between T2.start_time and T2.end_time
GROUP BY
     T1.sid
ORDER BY MaxSimultaneousCalls DESC
-----------------------

where Sessions_month_X is

Sessions_month_1	January
Sessions_month_2	February
Sessions_month_3	March
Sessions_month_4	April
Sessions_month_5	May
Sessions_month_6	June
Sessions_month_7	July
Sessions_month_8	August
Sessions_month_9	September
Sessions_month_10	October
Sessions_month_11	November
Sessions_month_12	December

Erlang C calculator

From time to time I need to evalute trunk usage.
There are many possible ways on how to do it (ask provider, enable PBX traffic measurements).

Another way is to use Erlang-C formula.

Some of the sites that I use for it.

http://erlang.com/calculator/erlc/       - web-based
http://owenduffy.net/traffic/               - web-based
http://www.lokad.com/calculate-call-center-staffing-with-excel      - excel file

Thanks to the creators of these very helpful resources!

I've slightly modified Excel calculator for my own needs:

erlang_c_calculator_2014.xls

If you use E1 trunks instead of T1 just change 23 to 30 in "Trunk usage" column formula.