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Good Day, I would like to know if it is possible to keep abandoned calls < 30 seconds from affecting a service level or will it always affect service levels regardless. If it is possible, could someone point me in the right direction? CM 6.2 CMS Ver 16 Thanks!

Good Morning, I would like know the following answer: If I make a change to a "Disconnect Supervision - Out" from "n" to "y" in a Trunk Group, is it service affecting? Thank-you for your time.

Hi Everyone, Wondering if it is possible to change the DTMF tones on a single station (Avaya CM 3) to RFC-2833 and if so, where can this be accomplished? We have a user from home, using IP Softphone, and when dialing into a conference bridge, always hears his entries going in twice. Support...

Good Morning, I have a situation where I need to have a group of 24 phones in a call center make outbound calls over a specific trunk group, A trunk group that I am putting into service specifically for this project. This is strictly an outbound project, there will be no inbound traffic at...

Good Morning, Can someone tell me if it is possible to remove large blocks of extensions at one time, be it stations, vdns, etc., and if so, how? Thanks.

Hi there, Was wondering if anyone can tell me if a whisper announcement is calculated into AHT? CMS states the following: "The average time callers spent on hold at the agent. This is any type of call". Database Item, Calculation, or Calculation Name HOLDTIME/HOLDCALLS, <AVG_HOLD_TIME> IS...

Good Evening, I am sure this is just a simple question however I cannot find the specific answer. I have a trunk group dedicated to Admin Staff that require a separate music source than the rest of our building. If I change the TN on the Trunk Group form that is dedicated to our Admin, will...

Good Morning, Because we are getting raked over the coals with per minute charges for our existing conference bridges, I would like to utilize our Meet-Me Conferencing abilities. I did find in this forum the setup and how to do it, but it didn't look as if I could set up a Moderator code as...

I have a fax machine with a DID attached to it that worked since it went in (5 weeks ago). Now all of a sudden, when calling the number, we get a "number is out of service" message. We can call locally within the building from this fax, and we can send faxes out. I removed the station from...

Hi, I am having an issue right now with our RTA (real time adherence) feeds reporting a 3 minute time difference from our ACD that it is pulling data from. I have checked the Unix time on the box and the ACD times through CMS Supervisor and all times are accurate. Aspect is stating that the...

Hello, I was wondering if someone could assist me with this. We have a MAPD Board in and cofigured. When we do a status bri-port on the first address everything is fine. But the other two state "Status Pending" under Layer 1 State. We also receive this error: "12:20:29.677 Trc 31001...

Hi, I am having a problem with routing to the FAC for Announcements, it just will not go, however I have another vector that routes to the FAC for Service Observe. I have given the VDN pretty near every COR I have with no luck. Can anyone tell me what might be causing this? When the call...

Can any help me out with the one. I need to change List2 in my abbreviated dialing setup. Right now List2 is set to enhanced 1, but I need to change it to enhnaced 4. It appears though that it will only let me add enhanced 1 or 2. Enhanced 4 is created with my dial codes added. Any help...

Could someone please help me. Using CMS Supervisor Rel. 13. Trying to change mulitple agents skills however the option to do so is grey out. Any ideas?

Does anyone out there know where one might get their hands on the ACA iTV Videotape Library once offered by Westnet? Thanks

We just had to reboot our CMS and we are missing CMS interval data for this period of time. Is there any way to push this data from the switch to our CMS for this interval? S8710 CMS 13 Thanks!

I was wondering how many Agent Traces you can run at one time with affecting the performance of CMS? Thanks

I would like to know if there is a way to throw an agent into a specific AUX code when they are transferring a customer to a different department. Right now, it throws them into AUX 0. We are using and S8710 and callmaster V's Thanks

I have an S8700 CM 3.0 running as a main hub for 3 other centers. I want to push calls from hub on a pure voice over ip environment to all 3 other centers totalling about 600 seats. AHT will run approx. 800 secs, and we for now will say 600 calls at peak (at any one time). During the day we...

We are testing call flows to a new site. We are noticing that the agent state in CMS does not change from available when they answer the test call which is made from within the center. IF the test call is made from outside the center, the agent shows in CMS as being unavailable and on the...