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  • Users: avayaaacc
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  1. avayaaacc

    IVR to capture credit card info?

    Has anyone successfully done this with a CM/AACC or Symposium setup? Would like to avoid a third party product if possible, but not sure if CM &/or AACC are capable
  2. avayaaacc

    IVR to prevent agents from hearing credit card being entered?

    Has anyone setup an IVR solution within AACC to capture credit card information and pass that to a payment processor? I know there are a lot of third party solutions out there
  3. avayaaacc

    Caveats to changing phones' network region?

    Inherited CM, but have found the following: We have two gateways 1. At our off-site data center 2. At our office Currently, all phones at the office register to the network region/gateway at our off-site datacenter instead of the office CM, Session Manager, and AACC do live at the data...
  4. avayaaacc

    help understanding 911 route

    trying to find the missing piece herelist ars analysis does not have a dialed string of 11, but does 911, which has a call type of svcl and route pattern of 1 however, if I dial 911, and trace the trunk access code, I can see the following: dial 911# route: ARS route-pattern 9 if ars analysis...
  5. avayaaacc

    Carrier issued new toll free number to existing T1 - CM isn't picking them up

    Our carrier issued a new toll free number beginning with 855, and I have added it to the incoming call treatment on the trunks, but calls to that number are still giving a "we're sorry, this number is not available". Traces to the trunk access code show no activity. The T1 terminates on a G450...
  6. avayaaacc

    Public-unknown-numbering (outbound CLID)

    I am trying to make sense public-unknown-numbering Our environment uses three digit extensions, 001-099, 100-199 and 200-299 We have 5 trunks (4 PRIs and 1 SIP trunk), trunks 1, 2, 5, 6 and 9 (SIP) In our public-unknown-numbering we have entries like: Ext LenExt CodeTruk GrpCPN PrefixTotal...
  7. avayaaacc

    Block range of numbers (area code)

    We are getting spammed by random numbers, all with the same area code + prefix (first 6 digits). These calls are coming into AACC and presenting to agents. How can we block this range of numbers? I have tried creating a vector that looks like: 01 wait-time 2 secs hearing ringback 02 goto step...
  8. avayaaacc

    Upgrade Avaya from 6.3 to 7?

    Looking to upgrade Avaya 6.3 to 7 and am wondering what a high level number of steps would look like? Currently these services are all running on an HP Proliant server, and as part of this, we would like to install 7 fresh on VMware and migrate from there Has anyone else done this, and is...
  9. avayaaacc

    calls failing to backup G450 gateway?

    I was hoping someone might be able to explain call routing across multiple t1s/media gateways to me. Some testing was recently done where each gateway was brought offline separately. The hope or expecation was that calls intended for the down gateway would start landing on the online gateway...
  10. avayaaacc

    Avaya Gateway - Call failover during gateway failure?

    We have an Avaya system tied to a G430 gateway with one T1 at one location, and then another location with a G600 that has a separate T1 tied to it I was told that, in theory, if one gateway went down, calls would begin coming in on the gateway at the other location. My first question is, how...
  11. avayaaacc

    Monitoring/alerting on a BUSY/out of service T1 in CM?

    I have BUSY'd out a T1 in CM and confirmed that CM did not generate a major/critical alarm. Should an alarm be triggered in CM when a T1 on our gateway is busy'd out? Alternatively, has anyone setup SNMP to alert when a T1 outage occurs? Ultimately we would like to add this data to our...
  12. avayaaacc

    Simulate gateway/t1 failure/failover

    We have a gateway at two locations, one a datacenter and another at a branch office. These were (so I'm told) configured so that if the gateway or T1 went down at one facility, calls would flow to the other gateway. I would like to test this but am unsure how to do so without physically...
  13. avayaaacc

    AACC 6.4 - E-Mail Queue to Receive Off-Hour Contacts?

    Hello, We are a call center closed 11 PM to 5 AM. Currently, our main queue still receives e-mail 24/7. However, this affects our e-mail average speed of answer significantly. Is there a better way to handle this or should a new queue be setup, and is it possible for that queue to only...
  14. avayaaacc

    Any Avaya Aura Agent Desktop users leverage "Scheduled Callbacks"?

    Looking for feedback on AAAD's "Schedule Callback" feature. Our goal is to put an e-mail contact in a scheduled callback state before they leave for break, and if another agent in the scheduled callback group is available, it will go to them instead. Is this how the feature works, or am I...
  15. avayaaacc

    Best way to implement closing of AACC after hours?

    There is a customer looking to go from being open 24 he to having closed hours between 10pm and 5am The call center is using AACC 6.4 with several voice skillsets. When they are currently closing for holidays, data is manually manipulated within the site admin tool. I'm not sure what data this...
  16. avayaaacc

    Can you restrict an agent's ability to search through contacts?

    Currently an agent with Agent Desktop can use the contact search option and look at contacts within any skillset, or if they know the contact ID. Is there a way to limit this so that they can only see certain skillsets, or not search at all?
  17. avayaaacc

    Historical report for calls that come from another skillset?

    we recently built a new skillset (skillset A) that uses ROUTE CALL to move a call to skillset B after a minute unanswered i can't seem to find a report in Historical Reporting that will tell me how many calls to skillset B came from skillset A. is this possible?
  18. avayaaacc

    SNMP hardware monitoring on System Manager (HP ProLiant DL360 G7) server?

    We found via amber light that one of the disks in our System Manager server may be faulty and we'd like to set this up in our monitoring system to alert us of such issues in the future we can connect to it via SNMP just fine but it does not display any hardware as being available to poll like...
  19. avayaaacc

    CS1K / Telephony for dummies?

    as a networking guy expected to support our CS1k , I am trying to learn as much about telephony as I can. we have several PRI circuits that terminate into our equipment, and I have always referred to them as loop #s instead of the circuit ids, but I don't understand where the loop number comes...
  20. avayaaacc

    AACC 6.4 Real Time Report - Multiple Contact Types?

    Hi All In an effort to get our WFO (NICE) software to work with AACC, I have discovered that the AACC RTD does not appear to be reporting correctly when multiple contact types are used (voice and e-mail in this scenario). I have attached a screenshot that shows 3 different tests where a Not...

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