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Our telephony environment consist of a number of regional offices all using Avaya phones and a head office which has a split Avaya and Legacy Nortel equipment platform. The PSTN facing trunks in the head office are on the Nortel platform. The Avaya-Nortel platforms are interconnected via a SIP...

A regional offices has IP Office with embedded voicemail, a relatively new system to us. One of our employees left and we simply assigned that employees former extension to the replacement. We use IP Office Manager and reconfigured the name and reconfigured the voicemail passcode for the new...

I have had a complaint from one of our regional offices using an IP Office 500. We have a number of customer services representatives in the office but also a visitor office with a telephone. The office is reporting the following: We are having a problem with messages being redirected to the...

We have a call centre using Symposium [AACC] and a Computer Telephony Integration application [it provides data screens to the agent]. My question is around call routing/hunting on these kinds of sets. I have never come across good documentation on what affect a set being acquired by Symposium...

A contractor installed an IP Office 500 for us at one of our remote sites. We only recently have deployed IP Office Manager such that we can see the configuration. The contractor configured each set with two call appearances and a line appearance for every Telco line dropping into this office...

I have a CS1000E that was upgraded from an Option 11. I have two universal cards, with both having free ports. I wanted to free up a card slot in the chassis. One of the universal card has only the music on hold port active on port three. ES TN 000 0 08 02 VIRTUAL TYPE MUS CUST 0 XTRK...

We are extending out or Nortel CS1000 by adding Avaya Aura Equipment. We have build a SIP trunk on our CS1000. As an initial phase only 10 SIP access ports have been purchased but I suspect that we will have to jump that shortly or risk blockage. I am looking for some information that I am...

I have a BCM 450. It's power LED is solid yellow. Its status LED is green. This is an unusual combination; it isn't listed in any documentation as a recognizable combination. The system seems to be working fine, if you look at the rear of the unit the light on the power supply units are a...

I was upgrading the firmware on a 3905 set and although told not to do so the agent put the set in make busy while it was downloading firmware. The phone indicates that it is awaiting download. If you put a new phone on the TN it doesn't fully come up, the DNs and the feature keys don't come...

I have two line side trunks facing a periphonics IVR. The IVR lists a number of DNs of type IVR. If you look in the PBX itself you will find that these DNs are associated with a range of TNs that are configured as 500 type analogue set appearances. I have looked at my route data block. I was...

In addition to a major call centre our organization has a sales department. We have a large megalink trunk out to the PSTN. The megalink is organized into a number of service routes. Of concern are a couple of inbound WATS trunks. The call flow is: 1) caller phones the toll free number...

Our call centre uses the AACC server for skillset based call distribution. Our scripts are of the following general design. Master script Contains lists of CDN numbers that push a call to a primary Script The primary script assigns a skillset, perhaps a mailbox number and pushes the...

I have run into a catch 22 situation. Call Park is configured but no one in the company is currently using the feature. That is likely to change shortly so I have been looking at how it is programmed. My load 50 output on the details of the feature is CPTM 60 RECA NO SPDN 5 71 MURT 21 the...

We have a CS1000M - it is an Option 61C with IP signaling servers in place. We use callpilot for voicemail but formally used Meridian Mail We are doing some cleanup in our dial plan. I came across two numbers that are being listed as MCDN - they are ACD entries with MWC set to YES. I have...

We have an Option 61C that now with the addition of redundant signaling servers is officially a CS1000M. The vendor put the servers in and the patches and I have been left to figure out how to deploy the sets. We are not running telephones off-site, even with the addition of IP Telephony we...

We recently installed signaling servers [a redundant pair] on an Option 61C so we are now officially a CS1000m. We also activated NTP and that is working fine. When they implemented the solution our vendor indicated that the PBX goes to the signaling servers once a day to pick up clocking...

The company has created a new department that is to operate autonomously in preparation for it to be spun off as a separate entity. We are considering setting them up in their own customer group. Currently the Option 61C has a single group [customer group 0] and we are looking at making the...

We are at AACC 6.2 [a fairly recent upgrade]. Most of our scripts [written before my time] use Give RAN. Most callers go into queue as they wait for an available agent and we give them a “please hang-on” message via Give RAN. We have a requirement to add some additional scripts for a different...

This is a question I have not been able to find an answer to. We have a number of applications assigned against SDN's in callpilot. Some of the major ones we used were built by the vendor some time ago now, before my time anyway. I build a new Application in Application Builder, which in...

We recently installed a BCM450. My understanding is it is running at its latest patch levels. After installation we had a number of employees using 7208 sets complaining about the call volume being to low, and having to increase the volume during each call. I changed to "use set volume" in...