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I'm on Communication Manager 3.0 and setting up an auto-attendant for a help desk. They want the calls to ring on everyone's desk at the same time for some options. I've set up a cover answer group using a dummy extension that covers to a cover answer group followed by voicemail. Everything...

It sounds like something in the COR Karen ccdesigner

My prior experience was over 2 years ago with Definity G3 and Audix; I dealt mainly with call center administration. I'm with a new company but have been given phone system b/c no one else knows anything. We recently installed new S8710,G650, with modular messaging and MSS. There's a problem...

Thanks for responding. That confirms my thoughts. It's probably only the VDNs I have cov n on. It would be easy to verify if I had kept a print out of the extension list. It's hard to believe you can forget so much after just 3 years away from a PBX. [medal] Karen ccdesigner

Just returned to telecom after 3 years and using copies of some old vectors I wrote to jog memory to write vectors for new phone system. On my sample of vectors with menus options and some route-to number xxxx with "cov y" and others have "cov n". I can't remember why I wouldn't set all for cov...

John, You're right - it's a great product, and I agree that it would be worth it if they can justify a tech support group. Unfortunately, Witness is added onto a million other things I have to do and I'm the sole person in my group trying to keep it running which is more than a full-time job...

My company has Witness and while it's a nice system, we deal with constant issues when upgrades or patches are pushed down the network via SMS; an agent's workstation is moved or someone is reimaged. Anything that impacts their workstation has a potential to impact the recording of the data...

You can log an agent OUT remotely. Just reverse your emergency check to "staffed agents > 0" You log into the emergency skill before activating the vector(I recommend using a password so no one "accidentally" logs it out). When there's a fire drill or whatever, you can call in and log out...

We used to go to the time and expense of manuals for our supervisors, but the on-line help for CentreVu is exceptional. We've transitioned to our own version of a scaled-down "training" manual for supervisors with basics on how to use the system; pull reports; script reports; change skills...

If anyone has a better solution, please let me know! The important thing is for customer and sales reps calls to come in on the VDN and all voicemails to end up in one mailbox where the agent will get MWI light regardless if they are logged in or not. [hairpull2] Karen ccdesigner

We have a Definity G3siV12 and Intuity Audix LX R1.1 Our contact center agents each have their own VDN and have their customers as well as outside sales calling them directly on their VDN. All other (non-measured)calls are made to the agent's personal DID extension. I had too many agents to...

I believe you are talking about the zero out from voicemail because the system typically defaults to the operator if there is no covering extension entered. That means each executive would need to specify the extension for their administrative assistant. You would follow SFO751's...

What is your voicemail system?

Each 800# will need to route to a unique VDN associated with a unique skill for each agent if this is what you want to do. As long as the agents are working the same hours and handling calls the same way, you can use one vector with Queue to "Skill 1st" and messaging skill "extension active"...

I have the TN2501 VAL announcement board as well. The announcements were set to Y for queueing on the announcement form. None of the measurement reports are showing a capacity problem, but it seems capacity related because it's sporadic. It will skip the 1st announcement, play music, then play...

See if your long distance provider can give you some type of web-based call detail. We use AT&T for our tollfree services and have Interactive Advantage which allows me to run all kinds of reports based on city, state, phone#, DNIS, time of call, etc. Of course there's a charge, but we do a...

Make sure there is not a timed after call work "Timed ACW Interval" programmed on page 2 of the hunt group for for either of the skills. If it is programmed, the only way for an available agent to get a call for that skill prior to that ACW interval would be for them to manually press Auto...

98 Converter, We use witness, and I like the functionality of the product. The main issues I'm having to deal with are due to our internal process - related to the way our workstation names are assigned because it includes the agent's cubicle and every move means an administrative change in...

This is getting more complex. It's now happening periodically on several prompting vectors. Display events shows "no digits collected" but I've also noticed a few "dial ahead discard" events for the same vector prior to a "no digit collected" step - that's not always the case. I did try...

Wildcard, Any time you have individual agent skills along with team skills, you really defeat the benefit of the Wallboard for keeping up with calls in queue. It takes too long to scroll across the screen to show every agent's skill status in addition to the teams to have a real impact.