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hello, need some help on the canned reports that come w/AACC 6.4. we have one of our call centers running the Application Performance report as well as the Skillset Performance report from the Others tab. their complaint is that the reports don't show enough stats or the skillset performance...

Is anyone using Presence w/Agent Desktop? We just got it last week and I've noticed that the Availability field only shows Available or Online. But when someone is on a call, it doesn't change. The only field that changes is Phone State and it's either "on hook" or "on a call". Is that...

Good morning tek-tippers, has anyone migrated from Symposium to Contact Center and know the ropes, so to speak? My office has both, I know Symposium but do not understand the ins and outs of Contact Center. I know a posting on here is not going to teach me everything and that's not what I'm...

hi, does anyone know how to close a variable for AACC over the phone instead of via a browser?

hi, does anyone know if an Option 11 or 61 or 81 can be backed up to the network instead of to a floppy disk? I have 8 systems that need to be backed up, preferably to a shared drive. I know LD 137 or 13x is for backups, just not sure if they can be backed up to the network.

Does anyone know of any AACC training videos? I'm going to class later this year but am wondering if there are any videos out there that could teach me, specifically Orchestration Designer. Thanks in advance.

Hi, i'm trying to set up a 9611 phone with the VPN option. i changed the 46xxsettings.txt file to the following: IF $GROUP SEQ 1 GOTO GROUP_1 IF $GROUP SEQ 2 GOTO GROUP_2 IF $GROUP SEQ 3 GOTO GROUP_3 IF $GROUP SEQ 4 GOTO GROUP_4 IF $GROUP SEQ 5 GOTO GROUP_5 IF $GROUP SEQ 876 GOTO GROUP_REMOTE...

hi, can someone send me the instructions for accessing the CLI for Session Manager? what program are you using, ASA, putty or tutty? also, can you send me all the steps. from which app you use to the settings, SSH versus something else, port 5022 or 5023, etc. ...thx

hi, where do i find the agent license count in Avaya Aura Contact Center? i know how many are built (150), but where do i see how many i'm licensed for? i don't think the CM or even AES would have this info, and not sure where to see it in Contact Center Manager.

hi all, can someone refresh my memory on how to trace calls in Session Manager? i remember being able to see live traces or go to a screen where i could look at traces but it's been about 18 months since i've worked on SM that i can't remember where to go. my company has System Manager and...

hi all, have a strange one today. Trying to trace some calls on one of our PBX's and when i turn on MSGI in LD 96 i get nothing even though i know the call is hitting that T-1. i can run a trace on the set in LD 80 and see the trunk and member but d-channel messaging is not working. is it a...

Hi, does anyone know of any Contact Center tutorials for version 6.3? Have a bunch of questions on configuration, scripting and orchestration designer.

Hello, does anyone know all steps to building an Auto Attendant in Contact Center? I used to build them in Call Pilot and I also knew how to write scripts in Symposium but all that has changed. Any advice would be appreciated. If you can outline the steps, add as much detail as you would...

Hello all, my company has a Symposium server release 4 running on an HP box that has Windows 2003 loaded. If you've followed both platforms, Windows 2003 is discontinued and Symposium 4.0 has been end-of-life, etc., for years. So they are both old, both unsupported, etc. However out security...

All, need some guidance. I had 3,000 sets that need a change in the CLS. I want to turn ICDD to ICDA, all sets are analog or 500 phones. For those of you that have been doing this a while, Nortel had a product called MAT, which became OTM, which became TM. I have none of these, just Putty or...

does anyone know if Avaya PBX allows you to build a phone and assign single call not ringing keys (SCN)? They're a standard on Nortel but have never seen them on Avaya.

Hi, has anyone noticed that on the 9611 phone you can build 3 key appearances on page 1 (or screen 1) but you can't add feature buttons? We added the call forward button to key 4 but it doesn't show up on page 1 (or screen 1), we have to scroll to the right one time to see it on page 2. Weird...

hello all, has anyone had to compare call park on both Avaya and Nortel? it seems that on Nortel you can park a call, get a 3-digit or 4-digit code on your display, and then page someone and provide the call park ID. then that person picks up a phone, presses call park, enters the code and...

Need to find out if there are any good Avaya maintenance providers in Central PA, mainly the Lancaster and Reading area. If you know any good providers out there, please let me know.

Can I query a 9611 IP phone via the keypad so that it tells me what extension is programmed? I used to be able to do this on the 4610's and 4620's.