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I am trying to schedule reports to print after hours to give some very basic call detail information. The system has BCMS. I can't remember to how to schedule the report. Does anyone remember how to do this?!

I want to set up something that allows me to control the COR of a station based on Time of Day. I used the example of being able to change cov paths depending on TOD and wondered if there was something similiar to that, that would allow me to control where people are dialing outside of normal...

Sorry- I didn't explain myself well. What I would like to do, is restrict long distance dialing from certain extensions, based on time of day. I had it in the title but not in the body of the message. Thanks!

Is there a way, similiarly to the ability to change an extension's coverage path, depending on the time of day? Where do I need to look in the PBX to set this up? Thanks!

Hi! I am trying to prevent off net redirection. Here is the scenario i want to avoid: agent receives a call, and presses transfer, dials an off net number be it local or long distance and presses transfer again and the call is completed. I noticed that in the Class of Service configuration...

Does anyone know if I can increase the size of a group page from 32 to a higher number?

They use the FAC to login to their phones as we use 6408s for a 600 seat call centre. Yes, that is correct-- 8 button phones for a call centre. We've had no choice but to have them use FACs because the button limitations of the phone have prevented us from hard coding the button.

All the phones that are located within "public" areas within our office have local dialing priviledges. It seems that agents are logging into these phones to make long distance calls when they are on break. I would like to restrict the ability for agents to login to these phones. They all have...

Whew! I tried it with my cell phone and man! It's loud! I just wonder why it worked today with my cell phone, but not yesterday when it was called a second time (I set this up right after the first incident)... Thanks!

They called 9 911.. This leads me to another question then... We have a separate trunk group setup for 911 calls- and it's set to be a type: co The call goes out on a 1BL line to the 911 station. If i set up in the ars analysis table 11 (as in 9 11), do i create a separate route pattern to...

Hi there. I want to set up the crisis alert buttons, but i think i've somehow missed a step. I changed 911 in the ars analysis tables to reflect as a call type of alrt. I programmed the crss-alert button on the console, and my own phone. We had an actual 911 call yesterday afternoon and it...

If an agent presses the ACW button on their phone, is there a preset time limit that Avaya lets them be in that state before they are returned to Available? I know that on the second page of the skill programming, you can set the time interval there, but if that's blank, could this time be to...

I have a group that experiences variable hold times for calls in queue, depending on the time of the month (ie/ when statements go out, customers call in and at times can be waiting for up to 30 minutes to speak with an agent) I was wondering if using EWT would work for the ups and downs of the...

Another suggestion that my end user made was to route the calls based on postal code. I wonder if this is something that is just opening a HUGE can of worms of an almost unmanageable proportion.... I would love to have a solution that was easy to implement, but i wonder if this isn;t possible...

There are 170 branches and with that, 170 potential options for a customer. There is not a way to classify this to make this easier (as the calls are coming from across canada and there is more than one branch potentially in major cities). I vaguely remember there being a table somewhere that...

I have an s8700 with version 12, and I had an end user ask me a challenging question: My company has 170 branches across canada. I work in the centralized office where collections and customer services issues are dealt with. Is there a way to prompt a customer to enter a 4 digit "branch"...

We do have CMS so potentially I could use a timetable if I can figure it out in time. :) I will work on that... As for upgrading, that isn't going to happen between now and Friday when our holiday hours start going CRAZY! It will be in the spring before we think of doing such an upgrade.

That's only as good as the agents are at logging out correctly and unfortunately, with the hours our centre is open, managers/supervisors will not be present until shift end which means that no one is available to logout any agents that have forgotten to.

I work at a 1300 seat call centre. We have so many different groups and departments and every group has different hours going into the Christmas holidays. Given that we have G3/Version 12, we only have 10 holiday tables-- which is not enough for our company. Does anyone have any potential...

Not too sure what you mean by that. We are sending out *98 (to converse off) along with a 5 digit vdn to flow back through the pbx...