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Avaya G311 Good Morning All, I have reviewed various threads and was just wondering if there was an easier way. I have a list of 65 extensions I would like to add to a digit conversion table. These extensions have their own DID’s off network. So, for example, ext 490410 would route directly to...

Site Info: G3SI V11 Intuity MAP5 CMS V6 Good Afternoon, Is there anyway to setup an analog hunt group that can be measured in CMS? I have a customer which would like to pull reports (totals) on incoming calls to a group of faxes. Obviously when I make the group ACD for measured, a fast busy is...

Please forgive me, I am unfamiliar with the Unix world. I have a directory which stores .Z files. I can open these files, and search for what I need, but I am lost when it comes time to make them a .Z file again. The compress command doesn’t work, and gzip changes the name to gz.Z. I know its...

Site Info: G3SI V11 Intuity MAP5 CMS V6 Good Morning, I just have a quick question. About once every 2 or 3 months a call will come in to 2 Agents at the same time. One Agent needs to drop off, and the other takes the call. I believe this to be just an anomaly but I was just curious if anyone...

Site Info: G3SI V11 Intuity MAP5 CMS V6 Good Afternoon, Once again I need your expertise. I have various call centers. 2 of which are in different locations, however they are connected via TNT transferring. So a call will come into 1 center, if no agents are available, the call will be...

Site Info: G3SI V11 Intuity MAP5 CMS V6 Good Morning, I have a couple of quick questions. I have calls routing via the below vector. In reviewing CMS reports on the Split Call Profile, It reports no abandoned calls, average speed of answer is 01 seconds however it is reporting that only 90% of...

Site Info: G3SI V11 Intuity MAP5 CMS V6 Good Afternoon All. I have numerous call centers. One of which is completely reviewed for their Average Speed of Answer and % Answered Within Service Level. We recently implemented a couple of fail safes to help with these numbers. Call comes in, and if...

Site Info: G3SI V11 Intuity MAP5 CMS V6 Good Afternoon All. I am scratching my head here. I have come across a little problem with one of my Call Centers. The Supervisor pulls CMS reports on Agents then totals the AUX times. If these times go over a threshold, then the Agent gets notified. I...

Site Info: G3SI V11 Intuity MAP5 CMS V6 Good Afternoon All. I have exhausted my options and respectfully request some assistance. I have 3 toll free's coming into a location for 1 particular department. There is a primary PSA and a back up. These PSA's which answer the calls are curious as to...

Good Afternoon All, I respectfully request your assistance once again. When I call into a backend number (auto-attendant) I receive the standard, please enter the extension followed by the pound key greeting. Once an extension is entered, if I hang up the phone, the call continues to ring for 3...

Site Info: G3SI V11 Intuity MAP5 CMS V6 Good Afternoon All. I have been performing some research on call abandonment and came across the term “Ghost Calls”. This term explains what my agents are experiencing exactly. Long story short, this term refers to calls being dropped, however the CO can...

Site Info: G3SI V11 Intuity MAP5 CMS V6 Good Afternoon All. I was wondering if anyone could help me once again. I currently have a particular call center which CMS is reporting after hours abandoned calls which is causing concern. I have reviewed the posts for abandoned calls, however nothing...

Site Info: G3SI V11 Intuity MAP5 CMS V6 Good Afternoon All. I am having a problem with my VDN’s in regards to incoming calls. I have noticed another post with the exact symptoms I am experiencing, however no resolution was given, only the statement that the problem has been resolved...

Site Info: G3SI V11 Intuity MAP5 CMS V6 Good Afternoon All. First I would like to say that all of your posts have helped through some rough terrain with my site. I have reviewed all posts on dropping calls & queue lengths, however the answers required are not definitive. Please help...