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My IP address for a remote database has changed within my UCS1000 IVR box. I have made those changes in the Host file, the config file and the tnsnames.ora file. The database is still not connecting. Is there another file that I am missing that needs changed? Thank you for your help.

Recently we have been asked to do an After Call Survey and I am having trouble implementing this. I have the survey set up and collecting data, but I am stuck on how to get the customer to this survey. We do not want our Customer Service Representative know that the call they are on is a...

I have had some problems with 2 Callmaster phones. About three times a day two agents would receive a call and the customer can not hear the agent, the agent then needs to hit the mute button to turn it on and the mute button to turn it off and then both parties can hear each other. I have...

We are currently looking into adding a new call recording device to our Call Center facility. We currently have a Definity G3siV11, does anyone have any thoughts on what the good systems related to easy of use and also dependability? Thank you.

I am need of a little help with my Avaya UCS100 (conversant/IVR). I am currently storing data on a certain call and need to relay this data to our customers. It gets very time consuming pulling this data off of the system and putting it on an excel spreadsheet or an FTP file. Is there a way...

We are having some problems with Centerpoint's Agent Assist software. There are a few of our personnel that run other applications that are being affected by Agent Assist. Does anyone know what microsoft files that are registered when installing Agent Assist on PCs? Thank you for your help.

We have a Definity G3si and are equipped with skill based routing. We have a number of agents that take different types of calls and depending on the call needs to answer it a different way. Sometimes the agent does not look at their display on the phone and answers the call incorrectly, is...

We are starting the process of transforming our current network into a Citrix environment. A few of the computers in the company currently run CentreVu Supervisor. Does anyone know if CentreVu can be ran on this kind of connectivity? If this is not possible is this an upgrade in software or...

Recently I have busied out a T1 in a trunk group of 4 T1s. We are now getting complaints from customers receiving a network announcement saying "your call has not been completed, please try your call again." I am confused as I assumed that the network would see these trunks as being busy and...

We have two clients that want different music on hold. I have been told that tennant partioning will play the music that is required based on the vdn or vector that is used. Does anyone have any information on Tennant Partioning? Thank you.

What is the best way to back-up a Definity G3si? Does a "save translation" back up everything or would I need to do other commands such as "save announcements xx"? Also I currently have a dual processor and a memory card in each cabinet, I am assuming that they will save the same thing on each...

I am having a few problems with my definity G3siV11. When a call is made it hangs there for sometimes as long as a minute until it finally dials. I have heard it is because the Definity only has 256 Talkpaths. Is there a way around this or does anyone know if talkpaths can be purchased for...

On a Definity G3si, what is there easiest way to add a multiple number of agents? Is there a way to duplicate an agent that maybe I am missing. Thank you for your help.

This is probably a dumb question, but is there a command that you can run on the Conversant that will display the last command that you did. For instance on my PBX Definity G3si I can do a capital "R" that will run the last command is there something on the Conversant that will do the same...

I am trying to use the software Callback Manager for my Conversant. I am now stuck on one part. When the agent receives the callback and tries to listen to the date, the ID of the call or the phone number of the caller no data is spoken back. It does everything else currectly but this. What...

I have just converted many of our PCs to Windows XP, now we are having problems running CentreVu reports on those PCs. I am using CentreVu v11 and there are periodically times when the CentreVu reports do not refresh and the user has to close down the report and re-open it. Is there anything...