Recent content by tonyrico

We're in the insurance business and are loking to automate some of our call center calls about coverages, claims... thus offload some of that work from our Symposium reps. By play well, I mean integrates without having to invent something. We don't want to be the first to marry systems. Local...

I am somewhat familiar with Nortel's MPS/PERI/IVR offerings. We will shortly embark on an evaluation of different IVR vendor solutions and possibly progress to the purchase phase depending on what we find and what we like. I'm looking for some names/brands of established IVRs that play well with...

This is all very interesting and appealing. We never progressed beyond 2250s and 2616s. It this an IP phone, or programmed as a digital set? thanks.

Please pardon my ignorance on this topic, but what is the benefit of doing this. We have no experience with the 39 series phones, so I know I must be missing something pretty cool

I agree with the previous response In a mailbox you should be able to tell the caller to press any digit or hold to leave a message or press "zero" to speak with the receptionist. The revert DN for the mailbox should be the operator's extension, which most probably is "0". Unless you need more...

You first have to deacquire the TN. Uncheck the little acquire box and hit the tab key on your keyboard to drop down to the next line then give it a few and update. The TN should then show deacquired. Then, you can highlite the TN by clicking the leftmost column as you would in Excel and press...

For audit purposes, is there a way for a staff supervisor to unobtrusively observe(listen in) an employee's phone conversations without having to program ACD sets and such? It would be easy if the boss could just push something like an SCN presence of the employee's DN on his/her phone, but I...

I did open a ticket with the vendor and it was their tech support that suggested I add the CDNs to the mailboxes. I will call them back and ask that they contact Nortel for the specific patch. If Anyone has any specific patch information, please pass it on. Thanks for the replies

Option 61C, 3.0, Call Pilot 2.02, Symposium 5.0 We did not experience this problem until our systems were without power a few times during Hurricane Katrina. This is what we are having difficulty with. Normal: A call is transferred from a Call Pilot menu to a CDN. Symposium script has the...

Anyone ever lose the MGATE card and the DS30 card at the same time? They are the connection between the two systems. As of now, anything going to voice mail in any fashion (menus, mailboxes, users, Symposium scripts) receives dead air. I can monitor the Call Pilot channels as they are accessed...

I haven't been able to find any real time display that shows an agent and all of the skillsets that (s)he is logged on to, not just the one (s)he is actively speaking on. MAX used to display this information and we miss it. I know in Configuration you can pull up the agent and see, but it would...

RS528 recently wrote about how using the MOV command on ACD sets can cause database corruption. I always have practiced safe programming so in 10 years have never been the victim of corruption, but can someone please tell me what it is, what the symptoms are and what the fix is? thanks, tonyrico

This is a real stretch, but try bo8ncing the VSM services in Symposium. We lost ann Access last week and that was the fix. Nortel said sometimes that's what you have to do. In Services, find VSM, stop it and then restart it. We had a previous problem, and found that someone changed the ELAN IP...

I can't say too many details, other than it is not included in the SCCS CDs. It's technically free, but you have to pay a fee to be authorized to use it. It kind of makes you a "developing partner" I looked at it a while back because we want to do HDX sometime next year. I don't remember...

I did and it worked. Go figure. I knew it would be something so simple that I would overlook it. thanks very much