Recent content by KerTho

Can someone provide how to connect Outlook to the Intuity?

It appears the skill level is set the same for all agents

We have a situation were an available agent has the correct skill code assigned. However, the agent does not get the calls which are in queue. We have the system set up as EAS-PHD. Any help, please?

Does this affect DID stations as well?

Can someone help explain how Long Hold Recall Timer works? I want to set something up to reminder agents if calls have been on hold for a period of time. How does it work?

Thanks for the suggestion. We have not made any changes in our switch. We are currently running v11. Also, we were leaning to the call waiting theory as well.

Help, We have agents who are reporting they are receiving calls with no customer on line. However the phone display shows the customer's information. Any suggestions on troubleshooting this problem? It does not appear to be happening on a specific trunk.

If I have a C-Lan board is there a easier way to get the information. Also, if you could give me step by step instruction that would be great.

Help! We don't have a call accounting system. However, is there away to retrieve incoming/outgoing calls? Example, incoming prank calls or possible fruadlent outgoing calls. We do have CDR activated.

What is required in order to use UUI (user to user interface)functionality? I believe I need ISDN-PRI but how does the PBX need to be configured?

Just to clarify. We have one split (i.e split 1) and two vectors with split 1. I want to be able to have the 1st vector with a higher preference than the second. So if a call comes in at the same time the 1st vector will be answered. Is this possible?

We have a call center which does not have EAS. The calls are routed to splits. Is there a way to have splits set up with priority levels (i.e. high, med, low). What we are trying to accomplish is calls with a higher priority to route to agents before a lower preference.

Help, Can someone tell me how Vu-stats works? What we are trying to do is have the agents the ability to see how many calls are in queue on their callmaster. Is this what we need. What needs to be turned on? What are the features? Thanks

Unfortunately, I don't have access to the billing. But the decision to move to this was based on saving.

Also, keep in mind you will need to keep some local facilities for 911, 411, 00 calls because they are not tariff for ADL. We have ported our DID to AT&T and have not had any problems.