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I have a vector setup within our current menu that automatically routes calls to off net providers (we are an insurance firm and provide windscreen repair through 2 Businesses) but the caller decides which business to use, Option 1 goes to Business A and Option 2 goes to Business B. Here is the...

We have all of our users with agent logins as all of our stations are locked down with a COR that does not allow off-net calls and the agent logins allow off-net with different CORs for different users. One of our managers now wants to send his calls to his mobile when he is on the road and I...

Hi, On Avaya CM3.1 S87xx platform, just wondering is it safe enough to delete the TAC's from trunks, but keep a record of the TAC's to use only when needed in testing etc? It was recommended to us by our BP to remove the TAC's, they just didn't outline exactly how to do it or if there would...

Hi all, Quick question regarding digit limit in a vector when using the "route-to" command, is there any way to extend this over the 16-digit limit? Or is there any other command that I can use to allow a call to be routed to a 17 digit number outside our site? I am trying to route claims...

We have been given a new range of DDI's by our provider but I cannot match up the last 4 digits to a free range on our 4 digit dial plan, so I was trying to use ICHT to re-route the dialled DDI to a different extension. Here's the setup:- Provider gave us DDI starting xx-x28-9700 going up to...

Just wondering is it possible to display a name on a digital display for the user instead of a number? We are looking at having 20 offsite/external extensions with unique number calling in to our cal centre, what we want to do is transform the number in the system so it displays a name instead...

We use a softdialler for outbound campagins and we have made changes to our CLI presentation recently that has caused a small problem. Previously the Agent receiving the call from the dialler would get the customer number displayed on their console but now it is displaying the Agent station...

n00b question here but if I run a split/skill report on a single skill, does it pull back info on all users that have that skill even if it is not their primary skill? For example:- If i run the Historical\Split|skill\Outbound Daily report for yesterday on skill number 1, will that give me all...

We are going through a spilt in our comapany whereby our parent company (Company A) is winding down by the end of the year. Our secondary company (Company B) is being sold to another company and will continue to operate as is. Both companies share a contact centre in Site A and Company A has a...

We have a user that is looking at the Agent Trace by Location report in CMS R14 and is looking for confirmation on the activity that is being reported, we are using a soft-dialer (Pro-Active v4.1). Below is an example of a report and we need to know which is the wait time and which is the...

I am having trouble deleting announcements from our announcement board by using the FAC on a phone. Avaya CM3 on S8720 and G650 Gateways. The procedure that I use is as follows:- dial *14 (FAC) dial announcement 4001 press 3 to delete After I enter the announcement I get a busy tone. I...

I am trying to route our attendant calls to another station when they take a break and am trying to use the night service option but I am having trouble understanding how night service works. Where do I administer Night service? Is it in ASA? I want to point it to a coverage time of day table...

Hi, I'm trying to setup an options menu for reception, currently it just dials straight to the receptionist but a lot of sales and Customer Service calls are also going there. They have requested that a menu now prompts the following:- 'Welcome to XXXXXX. For Sales press 1, for Customer...

HI, Is there anyway of improving the sound quality of announcements? We recently upgraded to 8720 Media Servers and G650 Media Gateways and have noticed a serious difference in audio quality, all because they have to be recorded in A-Law or u-Law format. I record them through Audacity and...

I've just been asked to supply a report for an upcoming audit that shows all restore jobs done in the last year. I've gone through most of the reports that came with Arcserve and even tried writing one in the wizard but no joy. Does one even exist or am i just blinded by the softwares easy...

We have just enabled forced workcodes and are trying to match figures from the workcode report with the figures from the VDN/Split-Skill reports. I want to enable the agent trace to 70 agents but have been told that this may affect the network. Does it affect the whole network or the phone...

we have had reports of calls dropping for the last few months and i am tearing whats left of my hair out trying to get to the bottom of it. We have an Avaya Gs3i PBX running R11. We had an engineer onsite for a full day monitoring alarms etc and he found no problems. Our network provider have...

I have a request to add a standard Siemens Cordless home phone to our PBX as a station that can be treated as a normal internal ext, is this possible? If so how? We are using a Gs3i R11 PBX and avaya ASA R1.10.11.

I'm using CMS Supervisor 11 and wondering if there is a report that shows how long an agent has been on internal calls on a daily basis? Or does this need to be a customized report? I can get how long the useer has been on external calls from the Historical\Agant\In/Outbound Interval report so...

i am having difficulty setting up cov answer groups in a certain way. I have a vdn pointing to an x-ported station, that station then points to a coverage path and the path lists 2 cov ans groups and 1 hunt group. The first cov ans group has 6 users, the second has 8 users including the 6 listed...