2 lines for agents on weekly summary report

I have used the attached report definition to run a report, when running it on the customer site, although I believe the week runs Monday - Sunday, when I run the report, whether it is Monday - Sunday 11th Feb - 17th Feb, or Sunday to Satuday 10th Feb -16th Feb, I still get 2 lines for some agents.
It would appear that the extra line is the Sunday 17th Feb....
We have checked that the agents are signing out, is there anything else we should be looking at.
Has anyone else experienced this and how have they resolved it.
Have attached the Report definition.
thanks for helping.

David writes:
>Best practice is to have a single line. I think the SRND addresses this.
Not so. The SRND defines the two-line paradigm. I'm with Chris.
Two lines is fine. I like to have the first line the CC line. I like auto-answer on headset from CUCM and no call waiting, no voice mail on that line.
The second line (the DID) should have the normal settings - call waiting, not auto answer, Unity voice mail.
If the agents are in the ready state, they need to be reminded to not answer (or initiate) a call on their private line without going not ready. If they forget, it's not a big deal as auto-answer will not be activated - they will have to manually answer. They normally drop off the private line quickly and take the call. Some agents break this "rule" in order to be more productive - depends on how busy the CC is.
While on a customer call, a call to their private line will ring a couple of times and go to voice mail. They are asked to just let it go.
Aside: In the past I wrote a little Java app called Agent Toggle that connected to JTAPI and to the CTI server. When a call arrived on (or was made from) their private line, it made the agent not ready; when the call terminated, it made them ready again. A little science project that seemed to work fine.
Some customers like to invert the lines because they want the red light to come on when voice mail is waiting. If it's the second line, the standard behaviour is to show the little envelope next to the line.
Although Cisco recommend that the top line be the CC line, I can understand the inversion.
You adjust the calling search spaces so that private lines cannot call contact center lines; but not the other way around. Non-agents just have the one "private" line.
I believe this works correctly and efficiently, albeit with some agent discipline. Once the operating parameters are understood, the agent with two lines can be more productive.
Regards,
Geoff

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Hi,
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endloop.
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Edited by: ganeshtw on Aug 25, 2010 12:14 AM

Hi,
With your first xml you can print like
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<?columnname?>
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Hi there
I'm posting on behalf of my Mum who cannot post in the forum as her phone line/broadband are currently down.
On Friday 4th January 2013 she noticed the phone was dead, and also that the Internet had stopped working. She rang the usual number BT provides and was told by an Indian chap that there is a fault but there won't be anybody available to look at it until 21st January 2013! She was not provided with any reference numbers to track the case or anything which didn't help.
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Solved!
Go to Solution.

Tootsie wrote:
You're welcome. Also, I understand that your mum can have al her calls diverted to an alternative number and there is some form of compensation available for loss of service....I'll see if I can find the details.....I've seen them somewhere
BT will not pay you compensation they will only refund your line and BB rental if your phone has not been repaired after the end of the 3rd working day also if you have your line diverted you are not entitled to this refund.
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