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Hello, having issues with figuring out how to get access to 'change agent skills' screen, within screen there is a option to 'use for one or more agent(s)' but is grayed out. I have checked user authority within 'features access' and user has both read and write but still gets grayed out...

Hello, Looking for help with CMS 18.0 on were and how to run reports against audit files to find changes made to skill groups and how made these changes. Any instructions and procedures greatly appreciated.

Have the below time of day chart and we are located in CST. Having an issue with cover path for this time of day chart, local time will be 6:30am cst and time of day sends all calls to voice mail (cover path 15) but at 7:30am cst then all calls roll to cover path 17. We have verified that system...

Hello, Trying to list a range of 'call work codes' from reporting tab from R18, I select 'other' under category and then select one of three reports to run. I would like to run report for 'call work codes' from a range of 101 to 105, so I enter '101-105' and do not get any results. If I enter...

Hello, I am trying to set up call center agents to be able to use vustat feature but not sure how the data is collected. I have set up test agents with display button for 'vu stat' format 2 but can not find the process to collect data that is displayed when agent uses button for status. Is...

Having a hard time trying to find the correct procedure to enable second port on 4621 (phy2 = enable). Can someone please give me the correct procedure to enter in key pad for 4621 to change PHY2 from disabled to enabled? Thanks

Hello, I am new to Avaya SES services and getting a fast busy signal when sending call to extension 8998. SIP sends 'invite' to xx.xx.xx.65 our SES server, when ACK SIP statement we get a denial because SIP is sending it to xx.xx.xx.65 SES server again which causes fast busy. ACK line should...

Hello, New to the Nortel switch and fighting my way thru any issues, need some help with CS1000 server on figuring out how outbound and inbound calls are routed to PRI's for office. I have two voice circuits loop 50 which carries all DID inbound calls and loop 51 which looks like is only used...

Hello, Since I am new to the Siemens platform I am look to find out call volume on the two PRI circuits that our company uses for our location. Is there a reporting options that I can use that can be run to show call volume of each PRI circuit on our Siemens system, or is there an option I...

Our company had a emergency building power outage over the weekend and Nortel servers had to be completely powered down for five hours, all units came back with any problems. But I do still have one issue that I can not figure out, voice mail light indicator will not turn on after voice message...

Sorry if I do not ask the question correctly but I new to Nortel (mainly work on Avaya) and have to preform a back up and shut down and start up. I have been informed that our building is doing a emergency shut down and I have never shut down Nortel CS1000 with Callpilot. Does any have a...

Hello, I am new to Nortel switch CS1000 Option 11c and trying to get switch serial number. I have already gotten the software version using LD 22 ISS and TID information, but when I use LD 137 and use command .SDID I get invalid command. Am I missing something or what is the correct command...

Hello, I am new to the Siemens side of phone switches and seem to have an error that I am not sure how to correct, if someone could point me in the correct area to correct error that would be a big help. Getting error on display screen of hard phone 'No Telephonhy possible (LI), which I do not...

Hello, We are using Nortel CS1000 switch for our call center and need to handle one of our inbound toll free numbers to be forward to a different DID number. Had to RESORG one of our toll free numbers so that a different call center can receive toll free calls, but RESORG translation change...

Hello, Seem with having a problem deleting station number from 8720 servers, if you status station number it is showing a message is waiting to be delivered for station but voice mail account was removed months ago. Need to sync voice message account with phone station number so that I can...

Hello, I am new to the Nortel platform and still doing alot of learning. I am trying to find the easiest way to retrieve CDR records from the phone switch and easiest way to display and review. Could someone get step by step on how to retrieve CDR records from Nortel Cs1000 phone switch? Thanks

Hello, Let me first state that I am a Avaya guy learning the Siemens Openscape system. I have a phone in our call center that has 'do not disturb' feature turned on, I have been looking in manuals and PDF's for Openscape but can only can tell me what is being displayed and what it does. Would...

Hello, Trying to learn Nortel ways and seem to be having a hard time figuring out the 'ACD' line values. Could someone please help confirm and explain the value of '2936'? I believe the '1398' value is the ACD Q number and I thought '2936' was the agent ID number? If '2936' is agent ID number...

I am getting a error message when making international calls that 'call can not be completed as dialed' error, found out from telco carrier that '011' prefix is not being sent with dial steam. Can someone help me on checking/changing on Nortel CS1000? Can not find any manuals or the change...

Tried to verify that international calls are allowed, checkout the below information. Got the following information from LD 90: REQ prt CUST 0 FEAT net TRAN ac1 TYPE spn SPN 011 SPN 011 FLEN 0 INPL NO RLI 4 SDRR NONE ITEI NONE I am guessing that 'INPL' equals 'NO' means no global...