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Good Morning, I would like to have a team within the Call Center to dial a VDN and be prompted to make a selection 1 for 50% internal and 50% external call center, 2 for 40% internal and 60% external, so on and so on. Once the make the selection it will then activate a policy routing table to...

I am receiving the this alarm Monitors Trunks: trunk group XX had 1 trunk out of service in the last hour. This is a reoccurring alarm for the past week. How can I resolve this issue? Is this an issue with the signaling group? Or a busy threshold on the trunk group?

Hello All, I am trying to route a call from Virtual Hold to Modular Messaging. What is happening is the call is going out to VH via web VH contacts the customer to state that an agent is available to take their scheduled call once the call comes back in to the PBX all of the agents by then are...

Hello all, I am confused here...my supervisor asked me to configure two trunks with 13 T1's (310 members). Well, my problem is this I only have enough space on the first trunk for 255 members and the remaining members I placed in the second trunk group. When I do this the trunks show an...

I know this maybe simple for a lot of you but, I was wondering if there is a report in CMS that can tell me if a call comes in and it hits VDN 12345 vector 123. Within vector 123 it has a route to VDN 67890 if staffed agents in skil 456 is less than 1. My question is can CMS give me a count of...

I am trying to connect a 9650 phone locate at site A to a PBX/clan at site B. Does anyone have any steps or procedures. The reasoning for doing this is to see how the calls are routing at that location. I have an IP address from the location B however the phone sits at the "Discover" screen.

I am trying to connect a 9650 phone locate at site A to a PBX/clan at site B. Does anyone have any steps or procedures. The reasoning for doing this is to see how the calls are routing at that location. I have an IP address from the location B however the phone sits at the "Discover" screen.

Hello All, I am at a new location and they are trying to bring up 9600 series phones on CM 3.0. I see here that they are using H.323 and the 46xx upgrade script I have in front of me is using 4600 series phones as aliases to make the 9600 phones work in this environment. However, alot of the...

Hello All, I am trying to configure the faxing capabilities in MM 5.1. Are there any documentation as to how to set up MM for inbound and outbound faxing? Do I need a fax server first then configure MM to point to the fax server to send/receive? Do I need to configure the VMSC to do this...

I was wondering why the trunk group summary report in CMS differs from the long distance vendor report of the number of calls that hit the PRI's. I show a huge difference in the number of calls that actually come into our trunks versus the vendor. I know that the number the vendor report is...

Hello, I am trying something new for my call center and I was wondering if there's away to create a vector that will allow the supervisors to change an announcement remotely. I do not want the supervisors to have remote access and I do not have that many licenses left for eC500. So any...

Good Afternoon, I have a Executive that wants her extension to have personal calls to only come on her extension and any other calls (business) to go to the assistant. She also wants the business calls to be in a pickup group and her voicemails to ring to pick up after 4 rings which I can do...

Good Afternoon, I am not able to make international calls in Prologix, I made changes to the COR and also created a brand new COR for International calls. What am I not seeing when I look at the ars table I donot see 001 listed but 0, 00 and 011 are. Please assist.

Good Morning, I am setting up a portable/mobile PBX system and cannot connect a call across the new PBX. This is an IP trunk however when calling the TAC I receive the following message denial event 1178. LIST TRACE time data 10:21:48 dial 1936...

Good Afternoon, I am in the process of moving from one carrier (original trunk) to another carrier (new trunk) and would like to know the process for doing so. I would assume the ARS, AAR and route patterns would have to change for that trunk group of the original carrier, is this correct? If...

Good Afternoon All, I am getting an error message when trying to load eCas on a new server. "Database creation failed: Reason unable to create database user veraadmin." I created a new admin and veraadmin account in Computer Management. I am able to log into the server but still could not...

Hello All I have a call center that is set up in a non eas environment. When a call comes in the agents are waiting for the call and the call is answered. However if an agent RONAs the call does not hunt for the next available agent, the call will then follow the steps in the vector and goes...

I am trying to remove an EPN from a MCC cabinet, I was able to remove other boards however when I still show no board. I have added the boards back to the switch and nothing happens I disable the ethernet and then remove the ip-interface and I still show this when I do li config port network...

Good Morning All, We are moving employees from one location to another. Each location has the same prefix but different DID range and has its own switch. The original location (we will call location A) has prefix 912-647-61XX and location B has 912-647-68xx. There is 5 digit dialing internal...

Hello All, I am receiving a warning when I do a disp alarm on my IPSI 02AXX01, the error code that I am getting is 513 with Aux data 3. How can I resolve this I placed a call to Avaya but no one has called me back as of yet.