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Hi everyone. I'm starting a new post on this issue as all the ones I could find were quite old and not of much help. We have CM 8.0 and CMS R19 and are using 1 digit AUX Codes. We have the need of upgrading to 2 digits AUX Codes but it is not quite clear how to do it and how it would work from...

Hi all My client would like to have a report that shows the exact time agents go to AUX and come back to available. The default ones show total times in intervals which is the closest I could get and messing around with report creator turned out to be quite difficult. Before keep hiting the...

Hi everybody We recently changed the recording method from single-step conference to DMCC. Basically, NICE registers to n stations which automatically starts to "service-observe" permanently all the stations we want to record, and record everytime they make or receive a call. The issue is with...

Hi guys Was wondering if I can avoid receiving the trunk name(DIOD trunk)on external incoming calls and leave just the CPN to show up on the phones screen. As well, in the call history it shows the name and have to press "details" to see the actual CPN. CM 6.3 SP2.1 I can't find a "Hide trunk...

thread690-1775149 Hi Just coming back to this issue but this time I am trying to register the ATA to SM through SBC. For some reason SBC receives the REGISTER but immediately sends it OUT again through its B1 interface instead of sending it to SM (through A1). Below is the traceSBC...

Hi all Does anybody know how I can create a custom skin for 9611 SIP 6.3 phones??? I got the 9640.xml and played a little bit with it with no success at all. That means I changed some values but nothing happens to the screen. Could anyone create a custom skin for 9611? If yes, could you share...

Hi guys I would appreciate anyone with the experience on this to write a few lines of a vector with the following request: - Call is queued and answered by an agent - Agent needs to route the call to an IVR for PCI compliance where the caller enters his credit card number - After that, the same...

Hi everyone We have migrated Callpilot voice mails accounts to AAM, including faxes. We have several "virtual" faxes configured in AAM so our customes can send them to us. The issue is that AAM answers calls with a regular announcement stating that ""X" is not available..." instead of emiting a...

Hi guys Checking if anyone has enough experience on this configuration and can help. We are currently recording calls with the TSAPI method and want to change to the DMCC method. I have configured everything as stated in the manuals below but the NICE guys (LOL) are still not able to register...

Hi everyone, I am trying to make a Cisco ATA 186 through SIP work with Session Manager. I have managed to register to SM and make successful calls but ONLY from the ATA to SM. In the opposite direction, the ATA rings but there is no audio on any way and after 15 seconds Avaya drops the call...

Hi everyone I am trying to set up a SIP trunk between a Nortel server and an IP Office in the following way: NORTEL --- Session Manager --- IPO The trunk is up however, calls do not go through in any way. I have read I need to apply an Adaptation(CS1000Adapter) in Session Manager but have no...

Hi all, Since we added around 80 new H.323 phones to the system, we are getting more complaints stating users dial an internal number and do not get ringback. However, it rings on the other side but when they pick up there is only silence. Redialing is the solution here. We are migrating slowly...

Hi guys, I cannot get it to work. Every time I send a fax to a mailbox whith the ability to handle it by COS, AAM does not send it to my email. It works perfectly with voice messages. Does not make sense to me why audio files are delivered but not image files.

Hi guys I can't make entity link between Session Manager and SBC to be UP. Everything is configured as it should as far as I know. What I can see is SM sends OPTIONS message, SBC receives it and re-sends it to the other end which is a firewall. I don't get why SBC is not answering to the OPTIONS...

Hi everyone We just got a B189 to play with but I cannot get it to work correctly with external calls. It only works fine with internal ones. It is configured as a 9620 type as manuals say. I tried login different extensions which work just fine on 9611 phones. A 9611 in the same port works...

Hi everyone Is there a way of using IPO trunks from CM stations? The idea is to send the IPO ars code from CM stations, through SM, and go out through an IPO trunk. The configuration is as follows CM >>> Session Mgr(SIP of course) >>> IP Office Hope it's clear enough

Hi guys In our call center we have set up our vectors to send calls to an external call center through a route-to number step, in cases when call volume is too high. According to my testings, when the line is busy on the other side, CM tries to route the call but as it cannot complete it, it...

Hi everyone, Just wondering if there is the posibility to set up an auto attendant key "z" to tranfer calls to a hunt group but at the same time, use "z" as the first digit of the extension. For example: We have a message at the auto-attendant stating "Press 1 for sales, 2 for consultation...

Hey! How can I finish a call that is being sent to an IVR through a Return Destination feature? This is the scenario: Call gets in through VDN xxxx it goes to other VDNs until an agent picks up the call. When the agent hangs up, the caller is redirected to a third party IVR through Session...

Hi guys, I have been asked if there is a way to record single ip phone conversations in a specific pc. For example, let's say I want to record all the conversations I have on my extension, in my pc and then check on them whenever I want. Is there anything in CM? Do I need any extra...