Hi,I wish to use email templates, but the "templates" and "use default template" buttons are greyed out in CDT when I try reply to an email. We are on SP9.I have defined a default template in the queue settings. What else needs to be configured ?Than...

The time info in various tables / fields is recorded in UTC time. For custom reporting , how to convert it to local time ? We have two time zones per year and the start and end dates change every year slightly. In summer time we are UTC+13 and Winter...

Hi,I need to expand the PSTN range so I added it into DB VU variable in IA. But in SC the new range does not show. So I have added it as internal range in SC. Is that the correct way ? I need to add more direct lines for agents. Please see attached s...