| First... the easiest way to see what version you have is to post the string that appears when you first log in or if you type 'newterm' at the command line. For example, mine shows....
System: G3xV12 Software Version: R012x.02.2.122.0
That means I'm running an S87xx platform with Comm. Manager 2.02.2 load 122
For the next part of your question... what are you looking for when you say "real-time on hold call data"??
BCMS is the basic call reporting system. It does basic reporting on a half hour (or hourly) basis. The Monitor function is almost real-time. It's on a 2 minute refresh if I remember right.
CMS is the full blown workhorse. It pulls data from the switch in a realtime format and can report based on as little as a 3 second interval.
Agents are the ACD equivalent of stations. Splits are ACD hunt groups.
A little to start you off with!
Bob |