Recent content by dwolgast

I actually got a pretty definitive answer on this in the Cisco Network Professionals Forum in this thread: http://forum.cisco.com/eforum/servlet/NetProf?page=netprof&forum=IP%20Communications%20and%20Video&topic=Contact%20Center&CommCmd=MB%3Fcmd%3Ddisplay_location%26location%3D.1dd9a800 (Sorry...

It does...and we got into IPCC exactly at the wrong time...just before 7.0 was GA. Our business partners needed to get IPCC in ASAP and couldn't wait for 7.0 to be fully baked.

We are using IPCC 6.0(0)sr3 with CTIOS desktop. We have approximately 500 agents and ~40 skills. We are attempting to write a web application to allow supervisors to re-skill agents without having to remote-control into an AW (too complicated and cumbersome by their report). We can certainly...

Worked like a charm! Thanks!!!

Intuity Audix v.4.4.5 Is there a way to stop a mailbox from receiving any messages while retaining the subscriber's ability to log on and listen to existing messages? I tried changing the type to 'bulletin-board', but that still allowed voicemail (as opposed to call-answer) messages to be...

Hello, We have 7936 Conference Stations deployed in each of our 8 conference rooms. Two of these rooms are larger, seating 40 and 100 (auditorium-style) respectively. The rooms are too large to be covered by the stock 7936 with extension mics. My group has been asked to keep the user...

My reporting department has some new requirements to retreive data from CMS (R12) that they would like to perform by querying the CMS databases directly. They do not (and will not) have the budget to pay for the ODBC driver. My Account Manager at the Avaya partner we use told me that she has...

My company is evaluating a potential IPCC Enterprise deployment to do the following: We have 3 physical call centers, distributed around the state. Each call center currently has inbound trunking with DNIS linked to local and toll-free numbers. It is a business priority that those local...

Good morning, Does anyone know of a way that I can view a comprehensive listing of the timetables on my CMS (R12) with the steps that they perform? Right now I have about 30 timetables, many of which perform holiday functions. I am trying to migrate holiday functions into holiday vectoring...

It appears that regardless of the state of the Call Waiting parameter on the first DN, the user still gets call waiting tone when a call is forwarded busy to the second DN.

Our Administrative Assistants have requested that their phones ring when they receive a second call, rather than hearing call waiting beep. Is this possible with the IP phone 7960 and CCM 3.1(4b)? How is it administered? They are used to our Avaya Definity G3, which allows me to specify ring...

Do you have a requirement for your call center that the CM IV doesn't meet? Why are you looking to change? Dave Wolgast HealthNow NY, Inc.

Alternatively, you could use the messaging skill to route to voicemail, if one is configured: 01 wait-time 0 seconds hearing silence 02 queue to skill xx 03 wait-time 60 seconds hearing music 04 collect 1 digit after annoucement nnnn 05 goto step 7 if digits = 1 06 goto step 03 if...

Your best choice is likely going to be to apply a template to the phones you need changed. Hopefully, the button layout on all of them is the same. Then you can do the find/replace, applying the template to the affected phones. To create a button template, click System/Advanced/Create New...

If it is available to you, use Definity/Avaya Site Administration, do a find/replace on your entire station range and select Remove. That should clear out the existing station translations. Dave Wolgast