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Hi, I searched several times but didn't see a post directly answering this issue: Why does the call log not show the complete number? Our 1416 phones show the complete number (log's numbers start at the left) but the 1408s start showing the number on the right side and only show the complete...

Good afternoon. I'm in need of routing calls to a location with no DIDs, only a main auto attendant. I can route locally to a menu, pause with the ~p and pass along digits and it works fine. However, doing this with a long distance number doesn't work. I'm open to work-arounds but I'd...

A while back, I remember finding a post for this but I'm not having luck locating it this morning: I moved us away from the attendant setup and made "0" a VDN and use skill based routing for our switchboard folks. It hit me that I will no longer have the luxury of dialing "0" from an x-ported...

Hello, We have a TFN going to Location A and we want to have some agents in Location B help with the call volume. Location A - Avaya call center Location B - Nortel call center I've been researching NCR and I'm wondering if that makes the most sense instead of having an IVR in the long...

Hello, We have a TFN going to Location A and we want to have some agents in Location B help with the call volume. Location A - Avaya call center Location B - Nortel call center I've been researching NCR and I'm wondering if that makes the most sense instead of having an IVR in the long...

Hi, I'm an Avaya guy looking for assistance on a Nortel issue. The announcements on the nortel switch at one our locations are on a "viking" device that by the looks of it, doesn't handle but a few callers at a time. Our customers are hearing ringing instead of the announcement when we are...

Hi, I'm an Avaya guy looking for assistance on a Nortel issue. The announcements on the nortel switch at one our locations are on a "viking" device that by the looks of it, doesn't handle but a few callers at a time. Our customers are hearing ringing instead of the announcement when we are...

Hi, I've got the client installed and it works fine. However, I cannot fax from my email. When I email fax=95551212@mymssname.mydomain.com, I get: 'fax=97923615@mymssname.mydomain.com' on 12/4/2007 1:48 PM None of your e-mail accounts could send to this recipient. Obviously, I'm...

Hi, once in the past I've rebooted the CMS server before and subsequently lost the day's data. If I remember correctly, there is some kind of end of day processing that has to complete before you can reboot, can someone refresh my memory? Reason: We are showing ZERO abandoned calls in CMS via...

Any recommended high volume call recording solution that is Avaya / pbx independent? Non voip call centers THANKS ALL

Via the integrated management maintenance webpage, we have a backup set for writing to the local pc card and I have another I set up to backup via ftp. The options are: DATA SETS and FULL BACKUP. Is it safe to say that selecting FULL BACKUP does the equivalent of DATA SETS with all options...

Hi, we have 3 spectrum corp wallboards and I'm always having trouble with them. Luckily management wants to replace them and I'm trying to find some alternatives. Avaya won't call me back about their pc wallboard application that shows data on the monitor so I'm about ready to skip that...

I'm reading good things but I'm also hearing this isn't the solution for larger call centers. Are the reporting tools, skill based routing, ease of programming "vectors" comparable to Avaya? thanks

Hoping you know of a better way... Our tech call center has recently expanded its setup to include 12 skills. Tech manager would like to see a 'master' skill that would encompass the big picture of the 12 new skills. I think I could go just go through all my vectors and every time I queue to...

Hi, we have several agents using IP Agent 6 from their homes using a DSL or cable connection. When these folks get a call, they click answer, wait about 2 seconds then greet the caller. Its always been necessary to wait about two seconds otherwise you speak before the caller is really on the...

Right now the hours for our operator are 8-5. If the switchboard is in night mode, pressing 0 gives a busy. I'm trying to get callers who press 0 when the switchboard isn't available to route to voicemail but so far I haven't had any luck. Since no luck playing with vectors (if time of day...

Good morning, In CMS, I can go to commands / agent administration and reports (2nd tab) is greyed out. I have full access to everything in CMS. I'm 99% sure this is because we have EAS and all reporting related to agents (traces, top agent, etc.) are under Commands / Reports /etc... the help...

Hi all, If a customer chooses option 2 for example, I want to send that call to 859-555-1212 extension 500. I don't have enough character spaces to say route to 918595551212^P500, what is the best way to handle this? The customer location does not have a DID number available so I need to be...

We have an agent that logged in using a audix system login and when this happened before, I had to do a reset on the pbx as trying to remove the station / busy & release / remove agent login, etc. had no affect. Since this is at the beginning of the work day, I can't do the reset obviously and...

We are going to be cross training agents in other departments to help out Dept A when expected wait time exceeds a certain threshold. However we don't want the cross trained agent in Dept B to get the call if his or her primary skill is already slammed. I'm looking for suggestions / best...