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To get around double coverage in those situations, I've also used a "Messaging skill xx for extension yy" command in the vector instead of routing to the actual extension. (where xx is the hunt group number of your Audix hunt group and yy is the mailbox extension.) It throws the caller into the...

Based on their selection, you should then route the call to a different VDN for each skill, and then name those VDN whatever you want. Just make sure that VDN override is set to yes on the first vdn the callers get to, otherwise it will continue to show that vdn name on the caller id.

What is happening when you go to your adjunct routing link? Are you just passing CTI information and staying in the same vector, or is your CTI link re-routing to another VDN/vector? The wait step after an adjunct link is only used if the adjunct route needs more time.

You likely have to do a "change cor xx" command and change a COR that isn't being used. Copy the CORs that they currently have exactly, field for field, except for the pages called "Service Observing Permissions". You'll want the COR of Supervisor A to only have a "Y" in the COR that all of...

Newer call center releases have an option for ead-loa or ucd-loa (least occupied agent). With loa, if the user presses the "aux" button, when they go back into avaialble, instead of putting them in the back of the queue, it gives them the "average" of everyone else already in the queue. It's...

Keep in mind that with the "ADD" command, you would need to add 70000 for 5 digit numbers, not just 7. The CATL command is probably easier and a variable probably isn't even needed if you're just collecting the digits to route to them. I would just do: 01 collect 5 digits after...

As others have mentioned, I've seen this issue when the speed and duplex is set to Auto and not 100/full.

Are you sending the polling call over an ISDN PRI? If it's a point-to-point PRI to the other site, make sure that both sides(PBXs) have the following field configured on the trunk group form. UUI IE Treatment: shared

The problem is that you are removing the calls, but you're not removing the ABNTIME for those calls. Not sure if there is a way to do that.

If a call is queued, it will not drop when it gets to the "stop" step. HOwever, if the call isn't queued, it will. The only reason a call would not queue based on the vector that you posted above is if the "Queue limit" on the Skill / Hunt Group is too low. If there are no more queue slots...

How does the call get to this originally? Does it get to this VDN via a cover path? This would be important because the switch can do a "double coverage". Meaning, once it goes to coverage once, it will never go again. Do you have an Audix or Modular Messaging Voicemail system? If so, you...

lopes1211, Appreciate the laugh of the day!

Do the DIDs match a particular range? Meaning, DIDs 244-1000 through 244-1999 match up to extensions 3000 through 3999?

You can change it in the switch for reference purposes, but you need to change it in the CMS Dictionary for reporting purposes. Keep in mind that, once changed, old reports will show up with the new names.

Do any of the VDNs that the caller will hit before they hit this VDN have a "VDN Overridd" of "N"? If so, the system will try and read the "1st Skill" field from that VDN. It always uses the settings of the 1st Override set to N that it gets to. Does it work if you call the VDN directly?

If they do not have headsets, I would change their login id to be "Auto Answer" = "none". This will ring their phone when an ACD call is delivered and allow them to answer it. The Agent should have the following buttons on their phone. Login (Does the process you originally listed above.)...

Glad you found the problem!

When's the last time you re-booted the CMS?

Have you triple checked that the IP Address of the switch in "node-names" is the right CLAN and that you are using the right link. For example, when I do a "list ip-interface clan" I can see all CLANs. Note the CLAN board location of the IP Address that is in the CMS host file. Then do a...

Do you have a CMS system? It's likely that you used to have one and that is how you were once able to set your VDNs to both or external. If you don't have a CMS link set-up anymore, then you can only measure VDNs internally.