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I just switched over to EAS this morning, and have a question regarding logical agents. Since agents are now using login IDs, when they place a call to another station, their login ID is showing up instead of their station. Is there a way to make their station number appear instead of their...

Hello, We have just purchased EAS for our G3 r11, and I'm having a problem enabling it. When I go to page 10 on 'change system-parameters features', I'm trying to change the following field to 'y': Expert Agent Selection (EAS) Enabled? When I try to change it, I receive the following...

Hello everyone, I want to implement service observing, but want to restrict supervisors from listening in on non-ACD calls. Is it possible to set up service observing to monitor a hunt group extension instead? Thanks in advance for any help! Best regards, Jason

Hello, I'm trying to assign a "vu-display" softkey button on an IP Softphone. The problem I'm having is that when I program it as a softkey, the option is grayed-out when I press the 'menu' button on the softphone. However, if I program it as a feature button, it works without a...

Hello, I have a CLAN board that I've installed for use with IP softphones. The softphone users will be connecting to us in Road Warrior mode from an external IP (non-VPN). A problem that I've come across is that I cannot ping beyond the gateway with this CLAN card. However, my other CLAN...

Does the Definity have the ability to display caller-ID name information when receiving an outside call? The switch is sending the caller-ID digits when it can, but if it could also send the name, that would be great. Thanks in advance for any help. Best regards, Jason

Hello everyone, Is there a way to screen calls that have covered to voicemail, and have the ability to pick up on the call as the caller is leaving a message? I've seen key systems that have this feature, and I'm hoping the Definity has this ability. On that note, I'm running a Definity G3...

Hello, Can anyone shed some light regarding which ports I need to open on my firewall to allow IP Softphone users to connect? I've allowed traffic on UDP ports 1719 and 1720, which both point to the CLAN card. Obviously I'm missing smoething else, since I cannot connect from the outside...

Hello, When you have an agent who is logged into a UCD-MIA (Most Idle Agent) split, does the idle time correlate to the amount of time an agent has been off of an agent call, or any call in general? For example, if an agent is due to receive the next call from a split, and they receive an...

Hello, Does anyone know of any whitepapers that can help guide me through the process of configuring our Definity (r11) to work with IP Softphones? Thanks in advance! Jason

Hello, Is there a way to automatically logout all agents at a given time? We have several that forget to log out, and it severely impacts the accuracy of our BCMS reports. Firing those that contribute to the problem is not an option (yet). Thanks in advance! Best regards, Jason

Hello, I'm going insane trying to configure a TN799DP CLAN card in a Definity G3 v11. Either the card is failing, or it isn't properly configured (probably the latter of the two!) The configuration matches that of our other two CLAN cards under 'ip-interfaces', 'ip-services' and 'ethernet...