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Hi Guys Is there any way to combine a number of VDN's into a single real time report on CMS? So for example... VDN 1 is sales VDN 2 is renewals But we want a real time view of combined performance of the two VDN's as well as individual? Hope you can help.

Hi We are trying to pass calls from our CS1K over SM into Aura, do some vector programming (collect digits) then route to a CDN back in the cs1k. Very basic, using the SM SIP routing trunks. However, we noticed that callls that rang unanswered dropped after 3 minutes of ringing. We thought...

Hi I have agents who are getting calls hit the skill they have allocated, but upon answering the agent hears the announcements of a particular vector we are trying to get traces etc, but proving difficult to replicate any one had any experience of this before?? cm5.2.1

Morning all My client has ordered 25 NGNs for a new campaign to run 3 months. They have employed 25 temp agents to staff these lines. No problem so far, routed to individual VDNs etc. Routing using EAS-MIA. However the client wants 25 seperate skills, 1 for each NGN....and each of these skills...

just recently my contact centre have complained about phones <acd turrets> freezing. requiring a hard reboot to resolve. I have updated the latest firmware to a bank of phones but again these are still internittently freezing. Short of swapping out the turrets, what else can i do to pinpoint...

Ive got a couple of clients that aree being quite particular with their announcments and opening times over the festive period. Basically, they are operating reduced opening hours, but during the closed period of these days they want a caller to hear a certain announcment (caller rings on wed...

I'm pulling my hair out! I am doing some Medpro firmware updates but each time I FTP the .bin file from my c: to the CLAN it strips all the data out of the file and transfers a file with 0kb of size. It also strips out the data from the source location. I have tried it from the c: and also from...

Morning all Due to call recording requirements I am having to change the way our complaints department utilise the switch. Currently they all use DDI numbers with basic hunt groups and pick ups etc, these calls are recorded but arent tagged by our Verint I360 as they arent using ACD agent ids...

hi Is there any way i can remotely select options on a phone, been trying to turn dnd and send all calls off on some handsets in a remote site. I could busy out the station, but ive seen an engineer using the trace command to do something similar in the past but cant recall how he did it...

I'm trying to come up with a way of using pin access to route through to a specialised huntgroup for the top 25 salespeople of the month. This is obviously not that difficult....but, and there is always a but. The compny will want to change the pin code to access this huntgroup every month. The...

Anyone had any issues with a fax machine playing music on hold instead of picking up the call? done a trace on the station and got the following from a fax that is working fine 11:53:55 Calling party trunk-group 1 member 12 cid 0x136e 11:53:55 Calling Number & Name NO-CPNumber...

Morning all Apparently one of my extensions keeps re-registering itself on the CLAN. The user had reported the phone kept rebooting itself (4610sw) Our vendor support team asked me to change the switch port of the phone as they had noticed the phone had kept re-registering itself from the...

Morning all I have a department wanting all their phones to ring simultaneously and after 5 rings to go to group voicemail. I have set the coverage etc. But the only issue I have now is that the department has 10 phones and I can only assign 8 extensions. Is theire anyway of increasing this or...

Evening all, This is my first time posting on Tek-tips, but have been browsing the forums for a while now. It has been really helpful. Unfortunately I havent been able to find any posts that can help me with my query. I have been asked to create aux work shortcuts on over 235 4610sw's set up...