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CallCentre data

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    Rob McClure

    I’m interested in a callcentre with an Aspect switch, a CTI server and Agents using Aspect telesets. My question is, when an Agent logs in with a teleset as Agent x using teleset y where exactly in the call-centre is this info kept – in a predefined database? in a customer-defined database? somewhere else? I’m interested to find out for example how many agents are Ready/Available at a particular time – does this mean doing sql?

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