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  • Users: njd282
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  1. njd282

    Difference in ring time between agent desk phone and Avaya One X Agent

    Hi, We have noticed a difference in ring time between skills where the agents are in the call center using 2420 phones and those skills were the agents are remote using Avaya One X Agent. Difference is about 6 seconds with it appearing that the remote agents take longer to answer their calls...
  2. njd282

    RONA

    We are new to Avaya CM 6. I'm trying to understand RONA. We were on Nortel before where RONA was built in meaning no special programming required. How does RONA work in Avaya? I see on the skill (hunt group) form I can turn on RONA. My vendor wants to create a RONA vector for each skill but...
  3. njd282

    Queue calls and extension calls

    Hi, Over the weekend we moved from Nortel to Avaya. On the Nortel if an agent was on an extension call they would not get a queue call and if on a queue call they would not get an extension call. At least that is what I am being told. Is there a way on the Avaya to prevent one type of call...
  4. njd282

    CMS Scripts - how to edit a script that changes agents skills

    One of our supervisors has created a script that will change agent skills that will run if we get overloaded on one type of call or we have more agents out than planned. This is working well. His question to me is can he edit the script to adjust for agents who have left or moved to his team...
  5. njd282

    Hoteling - agent login or extension as sign in

    Hi, We are moving to Avaya from Nortel. Are agents do hoteling. In Nortel, we used the agent login as the constant as agents moved from one team/skill to another and move to a new desk to be with their new team. When we move to Avaya we planned to keep the constant as the agent id/login. This...
  6. njd282

    Training Materials for 2420 Agent Phones

    We are a Nortel shop going to Avaya in January. We are looking for samples of training materials for agents using 2420 sets. Does anyone have some they would like to share? Thanks for your help

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