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We have a fairly complex amalgamation of systems here. A Nortel connected to an 8710 which are both connected to an 8730. When one calls from the 8710 to the 8730 it goes through fine sometimes and other times gets a wave-off. I did a list trace on a station and when it fails I get a "denial...

I set up a polycom speakerphone (2500 set) for service observing in a training class and it works but the customer side of the conversation is quiet. They can hear the agent fine but barely make out what the customer is saying. I duplicated a phone they had been using with no trouble. Any...

The end user wants an ear pop for the agent to hear (but not the caller) so they can identify where the call came from. If I add an announcement to the vector the caller will hear it to. I can't find how to do it so only the agent hears.

We have some end users with a group mailbox (Message Manager) and want an indication on each of their phones that there is a message in that group box. They all have IP phones (9611). I tried putting an AUT-MSG-WT button on their phones with the extension of the group box but it doesn't work...

I have an end user that tells me she had a call holding for 5 minutes, queuing on a skill with priority 4, when another call came in on a different skill, priority 4 and that call was answered first. There were agents available with both skills. How does the priority work and is there a time...

My remote cabinet, loop 80 is not working. shows XPEC DSBL. I tried ld 32 enxp but recvd NPR0087

Is there an easy way to clean out old mailboxes? I have 1700 mailboxes and probably half of them are not active. Is there a way to see the lest activity and delete the ones that have none?

My two system drive Aria is running on one drive and now it will not record personal greetings. The current greetings are accessible but cannot be changed. The end user hears a message that they have "reach a position in the software that is of interest to the administrator" Is there something...

We had a power issue and the Aria 250 did not boot. It said it did not see the system drive (in drive 0). I removed the drive and it booted up on the second system drive (in drive slot 1). I am attempting to replace the faulty drive. I put the old drive back in slot 0 and tried a garbage...

I have an end user asking me to change the "call rotation" on a split/skill. He wants agents to receive calls in specific order. They all have the skill, 86, as their primary. How and where do I set this order?

How do I get the number of calls, both incoming and outgoing, for a given trunk group?

I have an end user looking for the Historical Split/Skill Report Monthly but only for specific time frames, ie 8-5. Is there a way to tweak that report to target times?

Is there a way to block an incoming number from reaching an extension? I see the SDRR but those appear to be for outgoing calls. I have an end user who keeps receiving calls from the same number and no one is there. The problem has been going on for over a month and we're looking for options.

An end user wants to see on a report how many calls come in between 5 pm and 8am. Is there a normal report that will do that or do I need a custom report?

I added an agent to the CMS and when the customer runs reports it shows the agent number but not the agent name. What did I miss. The name shows up in User Data but not on the reports.

I have someone who claims the Historical Split/Skill Monthly report shows more calls than he received for one skill but the right amount for another. Any suggestions? I suggested he log all his calls and do a comparison.

How do I change/add cms supervisor passwords? I looked in the help menu and it said to use the Solaris system but all I normally do in that is the backups and I do not see a place to change passwords.

I need help with vector queueing. I have a vector with a step that queues to skill 197 and was under the impression if there were no agents available it would go to the next step. Now when the agent is on the phone a second queue call rings on their phone. Everything seemed so simple until it...

When doing an Historical, Split/Skill, Call Profile Monthly Report some of the agent's reports have Seconds listed (0-8, 8-16, etc.) and some just show zeros. Is there a way to get the numbers to show the same on all reports?

I'm being asked about a field in one of the CMS Reports. It is "First Call Answer" the question is how is that defined?