Recent content by LeoVBrown

Is the Audix a Definity Audix(the Audix that is internal to the switch). These Audix systems can be configured two ways. One way is for the audix to resemble a Digital display set. In this configuration the Definity PBX looks at the Audix as sort of a bridged terminal with delayed alerting...

Go to the Avaya web site (http://support.avaya.com/cgi-bin/gx.cgi/AppLogic+Elmo#ELMO) and check out manuals 585-305-532 and 585-305-533. These manuals are OLD (92 and 93) but I think for the main announcements that they still are valid. I used to work in the group at Bell Labs that handled the...

You can also use the AUDIX Digital networking feature which assigns one of the digital phone ports as a Digital data module. If you have tie trunks or a virtual network between the sites, it transfers the data at 64K. If not you can configure it using modems to transfer at 19.2K. It is faster...

If you are just interested in Avaya manuals, Avaya has almost all their manuals on their web page at: http://support.avaya.com/cgi-bin/gx.cgi/AppLogic+Elmo A good place to start is the Definity System Description manual (select Recent Documents/Definity R9). All manuals are in PDF format. Leo...

Now that I think of it, problem 1) may be call coverage issue on a direct agent call. If agent A has a coverage path associated with their login ID, is logged in and doesn't answer, coverage will send it to the next place in the coverage path which is agent B. The CTI script is delivering the...

1)From the way you describe the the call sequence, the switch is set up using call hunting which is a station feature and not an ACD feature. Checking CALL_QUEUED will not help because the call is not being queued, it is being delivered to agent A and after a set time (if the call is not...

I would just like to add that it takes a long time and a lot of work to add call center features to a switch, whether it is a standard voice solution or VoIP. Call Center feature coding on the Definity G3 started in the mid 80s and it took Avaya (AT&T at the time) until 1994 to get in all the...

You can set up routing within the long distance network based on NPA/NXX (or other routing criteria). Again some of this depends on your carrier but several have these features. With AT&T the feature is called Route-It!. Route-It! can also be combined with other AT&T Advanced features to...

The 800 Readyline type service (AT&T's name for the service) points an 800 number to a 10 digit local number. In effect, you could get a long distance provider to point an 800 number to your home phone. For a PBX application, a 800 number is set up to point to a 10 digit number on the PBX...

That would depend on your call volume, cost of trunks from your long distance provider and the cost per minute for the calls. The rate per minute for Megacom 800 type services are usually cheaper than 800 Readyline type services (the reason is the long distance provider has to pay the local...

I want to back up a little to answer your question. Usually 800 service comes in two flavors, one where you have trunks that are connected to your long distance carrier (i.e Megacom 800 service for AT&T). With the other, the 800 number routes the call using a local provider (i.e. 800 Readyline...

Yes I agree, but it is just like all the crap you have to do in Microsoft Windows and Microsoft Office because things are constantly getting hosed because they don't work like they should. I spent 12 years testing System 85, Definity G2 and G3 software and I saw a lot of things the Definity G3...

Check out the discription on VDN of Origin announcement in the Definity Guide to Call Centers manual (555-203-503). You can get an electronic copy of the document on Avaya's web page at http://support.avaya.com/cgi-bin/gx.cgi/AppLogic+Elmo If you do not have vectoring, I am not sure that you...

It could be that the conversant is not dropping of the call when the call is delivered to the agent. What does your vector look like? Are you using the converse step to go to the conversant? I think you are on the right track on checking out the Conversant. There could be a port on the...

A couple of questions: 1 It it only ACD calls? 2 What type of trunks are the calls coming in on? 3 Are you using vectoring? 4 Is there a prompting step in the vector? 5 If the agent and caller hang on long enough do they finally get talk path? One thing I have seen in the past and this was on...