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I am trying to schedule reports to print after hours to give some very basic call detail information. The system has BCMS. I can't remember to how to schedule the report. Does anyone remember how to do this?!

Is there a way, similiarly to the ability to change an extension's coverage path, depending on the time of day? Where do I need to look in the PBX to set this up? Thanks!

Hi! I am trying to prevent off net redirection. Here is the scenario i want to avoid: agent receives a call, and presses transfer, dials an off net number be it local or long distance and presses transfer again and the call is completed. I noticed that in the Class of Service configuration...

Does anyone know if I can increase the size of a group page from 32 to a higher number?

All the phones that are located within "public" areas within our office have local dialing priviledges. It seems that agents are logging into these phones to make long distance calls when they are on break. I would like to restrict the ability for agents to login to these phones. They all have...

Hi there. I want to set up the crisis alert buttons, but i think i've somehow missed a step. I changed 911 in the ars analysis tables to reflect as a call type of alrt. I programmed the crss-alert button on the console, and my own phone. We had an actual 911 call yesterday afternoon and it...

If an agent presses the ACW button on their phone, is there a preset time limit that Avaya lets them be in that state before they are returned to Available? I know that on the second page of the skill programming, you can set the time interval there, but if that's blank, could this time be to...

I have a group that experiences variable hold times for calls in queue, depending on the time of the month (ie/ when statements go out, customers call in and at times can be waiting for up to 30 minutes to speak with an agent) I was wondering if using EWT would work for the ups and downs of the...

I have an s8700 with version 12, and I had an end user ask me a challenging question: My company has 170 branches across canada. I work in the centralized office where collections and customer services issues are dealt with. Is there a way to prompt a customer to enter a 4 digit "branch"...

I work at a 1300 seat call centre. We have so many different groups and departments and every group has different hours going into the Christmas holidays. Given that we have G3/Version 12, we only have 10 holiday tables-- which is not enough for our company. Does anyone have any potential...

Just curious about what the Multimedia means in vectors: CALL VECTOR Number: 399 Name: IVR PRODUCTION Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n What would happen if I set this to y?

We currently have a shortage of desks and to offset the overload, our supervisors are now sharing desks. We have a S8700, Version 2 and we use 6408/6416 style phones as call centre phones (definitely not ideal, but I am not management and have no decision making power!). How can i have two...

When writing a vector, what is the difference between setting the coverage to Y or N?

Hi there! I have a team that wants to be able to take calls based on the different time zones. Here's my example. The call centre, which is located in Toronto, Canada is in the Eastern time zone. It is staffed from 8 AM until 12:00 AM EST. At 8 AM EST, they want to be able to answer calls...

I have an extension that I would like to be able to dial long distance Monday to Friday, 9 AM to 5 PM but after that time, I would like it to have local calling only. Does anyone have any ideas on how to do this? Thanks!

I was given the task of figuring out how to setup a Periphonics IVR (currently in use on a Nortel system) on the Avaya S8700 Version 2.1 software. In the Nortel system, I keep hearing that the channels? are setup as Agents and that I need to do the same. Does anyone have experience with this?!

Does anyone know if there is a way to change a password in CMS without having to login at the console and change the password as root? I hate making trips back to the server room every time an end user forgets their password.

The Environment: I have two skills: 10 Cust Serv English 11 Cust Serv French The skill(s) are configured as EAD-LOA. Within the vector, skill 10 has a priority level of Medium, while skill 11 has a priority level of High. The skills are setup on the bilingual agent side as: sn 11 sl 1 sn 10...

My brain can't seem to remember where the ACW is administered. I am trying to setup a group so that there is an automatic after call work time of 2 minutes before they are placed back automatically into the queue.

Does anyone know if there is a way for the work-code button to flash to remind agents to enter the codes? I set them up but agents are forgetting to tally their calls.