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I am playing with setting up an audible alert using CMS Exceptions . I have set a spilt/skill exception alert for any call waiting over 180 seconds. The issue I have is that a threshold is required. If I set the threshold to '1' anytime more than one call waits over 180 seconds the exception is...

I have added some customer information in a vector where a caller can press 1 to listen to some pre recorded information. I have put this into the vector as normal. Problem is management want to know how many people have pressed this option.As its not routing to a VDN I am struggling to get this...

Can anyone explain why speed dials do not work on avaya sip phones. You can't program buttons or use a FAC that you just dial. Any ideas ? Thanks in advance

Dear All, I have recently learned that the Avaya 16CC agent turrets are only compatible with SIP . Can I ask if anyone is using these phones in a SIP environment and if so how does it work and did you encounter any issues ? Thanks Garry

Dear All, I have just purchased a 1616 avaya phone to use in our contact center as a trial with a view to purchasing them for all out agents. We are coming across an issue if anyone can advise. When using a headset the headset button lights up and you can login to the phone. Whilst logged in if...

Dear All, I am looking to replace all our phones in our contact centre and was wondering what everyone else was using to handle calls and what they would remcommend. We are running CM5.2 with callmaster 4 phones and I recently bought a 16CC phone to try. Much to my dismay they seem only to be...

Is anyone doing anything clever with Attendent vectoring that they would wish to share. I am thinking specifically of IVR type vector programming to deflect calls away from their main switchboard, e.g If you know the extension of the person you wish to contact please dial the digits now. Any...

Dear All, we are looking to upgrade to DECT R4 (3725 handsets) in the coming months. Just wanted to know how people are getting with this system and if they would recommend it ? Also any issues that have come up with the install or the system ? Thanks in advance for any replies !

I have an issue with VRT tables and hopefully someone can advise. We use VRT's to store the account numbers of our top customers. When they call they enter their account number and it cross references the VRT and routes them to a specific VDN. In the vectors I have the usual steps such as 'goto...

Dear All, We run Avaya CM3 and I would welcome some advice on our music on hold. We have recently upgraded to an MP3 box which is connected to our network and is updated every month by an exnternal company. The music is played while our customers queue and also internally when put on hold making...

Hi. I have recently installed a second IPSI card into each of my two port networks. I thought that if one IPSI failed it would automatically switch to the second IPSI in the port network. I peformed a test where I connected a call and disconnected the first IPSI , after 30 secs the call...

Dear all. I am trying to shield some calls away from our switchboard so have put the following vector steps in my seitchboard vector : 03 collect 4 digits after announcement 5800 for none 04 route-to digits with coverage y 05 goto step 11 if unconditionally...

Hi All, I am interested to know how people deal with the issue of telling customers how long their call will be waiting in the queue. I am trying to improve the queueing experiance for our customers. We currently on our busiest lines queue the call to the skill and if any wait time we sent it to...

Dear All, My Manager wants our contact center to track first time resolution by our agents in the form of a questionnaire. She wants this to happen directly after the agent has ended the call. Has anyone done this type of thing before and if so how did you achieve it. Was it programmed in the...

Hi , I have a ddi number and a manager has requested we block all incoming external calls to this number . They want to keep the same number but. Can someone advise the best way to block external calls to a single extension. Thanks

I have a problem with Analogue calls within the branch . If I call an analogue phone and the recipient hangs up the phone it takes a few seconds for me to be able to get dial tone to place another call . I have to keep pressing the reciever button to eventually get dial tone. Can anyone advise...

Dear All, I am trying to upgrade the vintage on my val board . I have FTP'd the file up to my CLAN board and trying to download the firmware to my VAL board. I keep getting an error message of '6223' I cant find a list of what this error means. Any ideas ?? Please see screen shot below. Source...

We have a R2 Avaya dect system and have recently been encountering lots of dropped calls and 'out of range' messsages appearing on the handsets. This fault is intermittent. We have replaced all the hardware apart from the base stations. This is our next step. Has anyone had this issue with their...

We have 150 agent call center which is very busy. We have IVR and CTI screen popping in place to reduce calls but our agents are still very busy and queue times high. I know the obvious answer is to hire more agents but I was wondering if we can improve service by tweaking skills and call...

I hope this is the correct forum to ask this question. I am from the U.K and my boss has asked me to look at enabling our 500 strong Area Manager team to be able to give them remote access to our company while on the road. Can anyone suggest the best methods of doing this ?? Thanks