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I was wondering if anyone else has ever had issues with this model phone? I recently purchased some refurbed 6416D+M phones to which I attached a headset and a brick for some new CS agents we recently added. For some weird reason, the handsets on two of them have gone "dead" but the headset...

Hi all - Our local CO trunk runs through a vector in our 8700 that checks time of day before sending it off to the attendant extension. Very cut & dried. a few weeks back when we had a terrible snowstorm here, the office closed up early but the calls on the local CO trunk kept on coming thru...

I am having a problem with a vector that does not seem to be working correctly. The call comes in and depending on time of day, etc.. is queued to a skill. The way we want it to work, is if the agent does not pick up that call, it will roll to an announcement that gives the caller the option to...

I am having intermittent issues with a Merlin phone system I have installed in one of my offices. I actually believe the problem is on the LEC side, but they insist its not. Occasionally, someone will be on a connected call that suddenly gets disconnected - followed by a canned recording that...

I got blindsided with this this morning. I need to change the programming so that we can dial a 1+ for local calls. I am having a complete senior moment on this. Can anyone give me the quick and dirty change that needs to be made? thank you Carla

Good morning - I'm really confused about this.. this is kind of a newbie-style question, but here goes. I'm trying to prove to TPTB that 911 calls are routing to the local emergency centers for our remote 8300's that are linked to our main 8700. I see route patterns that are associated with...

Hi -- I was wondering if we (the administrator) should have access to the dadmin login? We are currently on CM 2.2 with maintenance support directly from Avaya. They recently logged in and wiped out the dadmin login. That really frosted me since the dadmin gives me access to some simple tools...

Good morning - I read a post here regarding the settings on hunt group queue sizes. I believe the correct setting is as high as the number of possible callers that would be coming in to the queue at one time. (T1 members size) What we are wondering, is why that setting is flexible? What would...

This is probably a basic question, but I'm hoping someone has a simple way to find this out --- how do I determine what trunk group my calls are overflowing to? In my hourly measurements for my customer service trunk, I see small numbers of overflows on the hour.. Management wants to know where...

Hello - I'm trying to fix a problem in a vector and I'm not sure how to do it. My event log has an error "drop: not queued at stop" for my vector #27. This vector gives the caller a choice of the type of assistance they need (press 1 or 2) then proceeds to send them to my main split. We weed...

Good morning - We have a toll free number that terminates here at a VDN in our Definity that flows thru a vector. Within the vector are a number of choices for the caller to route the call. Today, we actually had a customer who could not place an order because she was on a ROTARY PHONE. Is...

OK, I apologize immediately for this dumb question, but I'm having a brain cramp. How or where can I tell exactly what version of Comm Mgr I have installed on my 8700? I am looking thru some of the patches that need to be done and I want to be certain I know which version I have. Thank you.. Carla

Good morning - I have an extension in a call center that is a member of the split. ACD calls go to this extension when the agent logs in to it. What I'm wondering is, what happens if I assign a voicemail box to the extension along with a coverage path to voicemail. If the agent is logged in, and...

My Customer Service supervisor is complaining that her extension is suddenly showing up in AUX mode on days that she is not working?!?! I can't think of any reason why this would be happening other than someone logging in under her ID..? Does anyone have any clues? On my agent summary report, it...

Can anyone please point me to some documentation that explains how to set this up? I am struggling with finding a way to give calls in one split priority over another split. I do not have the luxury of EAS. I have agents logging in to two splits, and somehow, we need to force calls from Split 8...

Hello- Can anyone confirm whether or not the entire 5200 series of Mitel ip phones supports G.729 compression? thanks Carla

We currently have a small call center using ACD that does not have the EAS feature. Calls go to first available agent. The Call Center handles calls coming in from two, sometimes three different splits. Since we have so few agents, its possible at times that one agent may be logged in and...

SOrry to be a pain today - I'm under some pressure to get a new caller's menu into place before Monday morning. I've just completed setting up a gaggle of new vectors and VDN's. All seem to work flawlessly (copied off of existing setup) but the one item that is NOT working, is VOA in the CSR's...

Can anyone help me with recording announcements? I am trying to record a new announcement (newly created- not recording over an old one) on one of my VAL boards. I set it up via my ASA "cha announcements", then am using the FAC to go to the announcement number to record it. I get the wave off...

We're puzzled about our hourly BCMS reports for yesterday for a call vector I have setup... Between the hours of 11-12 I show 2.6 agents logged in; I show 3 calls flowed out, but I show 0 calls in the ACD column. How can this be possible? Shouldn't the report have shown 3 ACD calls?