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Hi, I’m trying to figure out a one-touch or very-low-touch way for the Telecom admin staff to forward two extensions to a rotating employee each week. The rotating employee is not an agent, so we don’t want to build an ACD queue for this. Ext 1 and ext 2 do not live on desk phones, but are...

I don’t think this is possible, but I thought I’d run it by this group. CS1K 7.5, AACC 6.2. Call center manager requests that one certain skillset, which is tied to a certain CDN (a dedicated incoming DID number), ring distinctly from other ACD calls on agent phones: M3905’s. I know you can...

Hi, I have a handful of 1140 IP phones that have overall been pretty reliable. Today a strange problem: a user had her phone do a spontaneous reboot three times in about a 30 minute period. About 10-12 minutes apart. Been OK for a couple hours now. To me, the most obvious explanation is the...

Two CS1K’s, two sites: one “system.” Primary call server and backup call server. Geo-redundancy. Database is backed up to backup site during midnight routines and to removable media each night. Question about setting up IP phones. Vendor recommended setting up 1140E IP phones like this...

I feel dumb. I swear I’ve been buildling IP sets for quite some time with my new CS1K setup, but this is bugging me now. Here’s the question: In building a new IP set (1140E), Server 1 is the geo-redundant (GR) site, and Server 2 is the main site. All sets are built in main CS1K through CLI...

We are having a strange problem where just one model of fax machine - Xerox WorkCentre 4118 - can't send faxes to eFax or MetroFax numbers (it's the same company), at least in our area code, 916. Have isolated issue to the Xerox 4118. Four different 4118's consistantly exhibit the problem...

Where are the user messages stored on the CallPilot server? We partitioned the server into C: and D: drives. C: has plenty of free space, D: does not. Asking because getting ready to allow much more message forwarding (as .wav's), which means more users will likely be ignoring their mailboxes...

Just out of curiousity, what’s the reasoning behind a supervisor observing a Position ID rather than an Agent ID? The Pos ID is tied to the phoneset, and the Agent ID is tied to the human being. Wouldn’t a supervisor care more about the agent than the phoneset? In our environment, generally...

Lost one of my power supplies in an MG 1010 CS1K cabinet. Happened sometime between three and seven days ago (replacement is on the way). Would like to know: 1) How to find any relevant alarm. LD 22 PRT AHST only goes back a couple days, and I don't see it there. Does anyone capture more...

I have only a handful of CallPilot desktop messaging users, but with one of them it's suddenly causing Outlook to crash. Version is latest for 5.0 (05.00.41.167). When I add the CallPilot mailbox to the user's default mail profile, Outlook crashes within about a minute. This is the error from...

I've seen this twice with the same user, but haven't seen it anywhere else. For whatever reason, CallPilot Desktop Messaging becomes the default mail profile in Outlook 2010 (32-bit), and it screws up the user's Outlook. I know the user's not changing this himself. Anyone else seen this...

We're already using the three ring cycle options: CFN/DFN for 2, 3, and 4 rings. Some users are asking for longer ring cycles now. God forbid NorVaya give us more than three options, but is there a workaround? For example, the user has a 3904 phoneset, and I thought about giving him a ring...

Hi all, I’m on AACC 6.2, and I’m having trouble finding a report that breaks down the number of calls I’m getting per hour, over the course of a certain day. For example: Yesterday: 6AM-7AM: 32 calls 7AM-8AM: 124 calls 8AM-9AM: 375 calls Etc., for 24 hours… Any guidance on this would be much...

I have two sites: ERL 0 for the main site, ERL 4 for the satellite site. On analog TN's if I put ERL 0, it becomes 00000. If I put ERL 4, it becomes 00004. For digital and IP sets, it just takes the regular 0 or 4 that I enter. Do we know why this happens? I'm guessing (hoping) it doesn't...

Any ideas what might cause several agents to all of the sudden find themselves in the Not Ready position? Supervisor got a cluster of calls claiming this happened after hanging up an ACD call, either yesterday or today…recently, let’s say. One or two complaints, I might say “OK, they may have...

Sorry if this is a dumb question, but I've never noticed (or been paying attention) to this behavior. An analog phone on the CS1K receives an incoming call. The incoming caller hangs up. The phone stays in a busy state. (LD 20 STAT = BUSY, LD 80 .TRAC = LOCKOUT TN...) Is this the nature of...

I just started using my enterprise's NTP server for time/date purposes. Question: I always had SDST ON in the CS1K (7.5), programmed to set the time forward in the spring, and back in the fall. If the NTP server handles this now, I'm making the assumption that I should turn SDST off. It's not...

Having trouble logging in on ACD i2050 softphone, version 2.0. I press key 0, the ACD key, but no option to enter my Agent ID. This is my lab environment, we don’t actually use these softphones for call center staff. I have wondered if it’s related to another issue I’ve noticed on some 3905...

In a CS1K E, the MGC card seems like a single failure point on a cabinet full of digital/analog/trunk cards. Any way to mitigate this risk? How do you keep phones up in a cabinet where the MGC card goes bad?

So two of my TTY ports (one for CDR, one for my SEB modem) suddenly disabled over the weekend. Coincidentally or not, two days prior to the TTY ports disabling, my auxilliary site - fiber connected - had to be removed from the network for a couple hours. Everything seemed to come back up fine...