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I'm not sure exactly what the correct term for this feature would be, but basically a manager wants to be able to monitor a call and speak to the agent while they are on the phone, without the caller being able to hear the manager. So kind of a half way between silent monitoring and a 3-way...

Using a 3300 MXe on MCD 4.0 SP2. We also have Nupoint and a 6160 to utilize if necessary. We are using an external music on hold source. It has been requested that calls to a certain phone number rings a group of otherwise ACD agents as a ring-all, not to their ACD path. However it was also...

I have a 3300 MXe running 4.0 SP2 with a 5550 console. The console was originally set up at a personal user's workstation which is logged on/off, restarted, etc. on a daily basis (i.e. not the ideal installation). We don't have a receptionist in the traditional sense that would be stationed at...

I have currently have a PRI running to a PBX with Cat5e cable and am needing to add a call recording server (Oaisys) which comes with a Dual T1/PRI voice board. We are needing to do trunk-side recording, and the vendor's documentation specifies to use a RJ-45 Y-jack to split the PRI coming from...

I have configured this one path in particular, that can be reached by dialing multiple phone numbers. It has been requested now for this path, that the agents know what number was dialed before picking up so they can answer differently. I wanted to know if it is possible for an ACD agent to see...

I am having an issue with clocks on individual Navigator phones being sometimes a few minutes off of the phone system time on a 3300. The 3300 time syncs just great through Ops Manager, but getting that time from the 3300 to the phones seems to be an issue. These phones are for call center...

I'm looking to be able to update the phone number field in Active Directory with current extension information from a 3300 ICP and wanted to know if there was a way to do this outside of using the OPSmanager integrated directory services. We currently have OPSmanager on the enterprise manager...