Recent content by DebSchwab

The unstaffed calls also include calls that came in when the system is in night mode. Let's say a call centre is open from 9-5. If you pull the report for a 24 hour period, the unstaffed calls will show how many calls you are receiving when you are not staffed (after hours), and the graph will...

The only way you would be able to do this is to redirect the main line from site A to site B. In order for the receptionist at site B to transfer calls back to staff at site A they would need to have local link service on their lines, or be on a PRI. She would need to link or transfer the...

It depends on which system you have. The Answer DN settings are under Line Assignment. In this scenario you would put an answer DN of his extension on the other phones in the office. Make sure that his Forward No Answer is set to less than the other phones (i.e. his phone FNA to VM at 3...

oops! Definitely a typo. Call Pilot 150 v3.1 on a MICS. Call Centre Enhanced with Reporting, latest version with all patches to date as of install June 15. Debbie Schwab www.telecomtrainers.ca

Check the RETURN TO AA setting (under Auto attendant, general settings). Make sure this is checked. This will stop the calls from being disconnected. Debbie Schwab www.telecomtrainers.ca

What happens when they try to make an outbound call? There is nothing in the programming that would allow you to block an agent from making an outgoing call when logged in. (I know - I've had a customer ask me to do it and Nortel says it can't be done!) Debbie Schwab www.telecomtrainers.ca

Night service will only affect a line, not an extension or a hunt group. What you may want to try is setting up ANSWER DN's on the other phones instead of using the Hunt Group. When he forwards his phone to voicemail it won't ring, so neither will the phones that have the Answer DN on them...

Is this happening for all callers? I've had this happen for callers from a cell phone when the tones are off (only certain manufacturers). Debbie Schwab www.telecomtrainers.ca

Setting the lines to supervised should resolve the issue. Debbie Schwab www.telecomtrainers.ca

Check the overflow settings on your skillset. The default overflow rules is set to send calls to the skillset mailbox during day mode if no agents are logged in. I've run into the same scenario. They were only getting a couple messages a day in that mailbox, and it was happening right at the...

Hey Steamngn, I would set up a hunt group for the office phones, and have it answer the incoming calls as well as the overflow from the department hunt groups.

I have a client with Call Pilot 150 on a NAM, using the Call Centre Enhanced and Reporting for Call Centre. For some reason the reporting system is not capturing her log in/log outs. The ACD is responding correctly (i.e. not sending calls when she is logged out) but when we look at the...

Actually you can set up to 5 phone numbers for Off Premise Message Notification in the Call Pilot. Once you have set up the first destination it will ask if you want to set up another destination. This has been available for quite a few releases. In terms of time, you would need to modify the...

Hey Biv, Thanks again. It worked like a charm and the customer is very happy. I appreciate the suggestion.