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Are there any reports that actually give the phone number from abandoned calls? The abandoned call report from the RCC just give the total amount of calls but we are looking for the actual phone number. Please advise. Thanks.

We use a BCM 400 in a busy call center that does a lot of reporting. Over the years, we seem to need to patch the system to resolve timeout issues with reports not displaying. Currently on 3.6. Does anyone know if 4.0 is much better in dealing with this issue? I have looked at 3rd party...

When using the I2050 softphone, I get a delay or when minimizing windows. Is there a way to correct that as minimzing or maximizing a window shouldn't affect bandwidth.

Is it possible to have a hardphone in the office with one extension and a softphone that registers the same extension if the user works from home 1 day a week? I know I can do an Answer DN but wasn't sure if the softphone could just select the same extension (probably not). What is hotdesk and...

Is there any QOS that can be setup on a user's workstation? Have many users who work remotely using their home ISP Broadband connection and the I2050 connecting to the office via VPN. Obviously, if they do a lot of downloading and surfing, it can cause a few delays. Other than doing QOS on...

We recently applied some new patches to 3.6 for Voicemail and RCC. When we reloaded the RCC on the Windows 2003/IIS6 server, we can't get into the login page. Error below; MySQL][ODBC 3.51 Driver]Access denied for user 'webhost'@'localhost' (using password: YES) Followed the documentation...

I have had some strange results when using overflow rules on an ACD queue. In some cases it overflows, in other cases it overflows even when an agent has been available in the queue for 20mins and in other cases it doesn't overflow at all even when agents are available in the queue (not the...

Have several users running the I2050 softphone. On the most part, it runs fine. Sometimes quality suffers a little when opening several apps or web sites. I have a few users that can't seem to get decent quality even when not doing anything on their PC. I tested the bandwidth on their ADSL...

I have a problem on a BCM 2.5 when I try to enabled the Registration under Nortel IP Terminals to ON as well as the Auto Assign DN to ON, they both revert to OFF. Tried a reboot, and do have an IP license installed. Can't get a user to connect via VOIP with this off. Any suggestions?

I have users on the Contivity 1010 when their PC crashes or are force to reboot abnormally, the contivity thinks the users is still connected. I have to go in the router and disconnect the user to allow them to reconnect. Are there any settings on the router that I can enable to verify if...

I have a site that when I try to run any reports, the data runs for about 30mins and then errors out with page cannot be displayed. I have increase the asp timeout in IIS but that didn't solve my problem. If I run a report on 1 group for a small period of time, it seems to work. I haven't had...

I have a contivity 1010 and most of my VPN users connect for VOIP to a Nortel BCM. However, vpn users can't communicate with each other. If I connect via VPN and try to ping another VPN user, it fails (I assume this is my issue) as I don't have this problem at a different site with a different...

Is there any way on the BCM to have all ACD queues go to an emergency queue for routing (i.e. Fire alarm in building, etc..). I used have a Cintech ACD and it had a feature code for Emergency where you can pre-configure an emgerency routing and active it with a feature code on a phone. I...

I have several users who use the the softphone and everything works fine however, they can't hear themselves speak like you would on a phone. The 2 way conversation is fine. Not sure if that's a feature, setting or issue. Using the USB headset NTEX14AC from Nortel.

I currently have 3 36gb drives on a Raid 5. I need more storage for our exchange database. I purchased 3 more 76GB drives and want to create a 2nd Raid 5 for these 3 drives. My question is I get mixed responses from Dell in putting the drives while the server is running. Some suggest having...

When the agent is on the phone and a 2nd call comes in, it rings in the headset which the agent is speaking. Although the customer doesn't hear it, the agent does. Is there any way to disable that? Can't find it anywhere. Thanks.

Is there any way to generate a report for outbound calls made from a BCM? If so, can it be filtered by destination? Please advise. Thanks.

I am trying to create an ODBC connection from a workstation to the Call Center Reporting Server. We want to connect to the database and create custom reportings using Crystal Reports. I installed the MYSQL driver on the workstation but always fails due to the login. I tried using the user...

I got users saying that when idle on the Call Center Reporting display, they are forced to log back in after 2minutes. Is there a timeout setting that I can change? I don't see one anywhere. Thanks.

I have exhange 5.5 configured to not allow relaying (followed the microsoft article and have the "Host and clients with these IP address" selected with no entries). This configuartion has been working fine for our office config for quite some time. I am trying to configure our...