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This pertains to Verizon at the moment but we expect to see it soon with the FTC's requirement for "protecting" customers from spam calls. I currently work for a largish health system and our employees make a lot of calls to patients, providers, and employees' mobile numbers. Apparently this...

I've got a new deployment of 9608 phones (yeah, I know) and our old XVI headsets aren't compatible - for those of you with 9608 sets, what headset models (wired/corded only please, we don't need our reps wandering off just because they can) do you use successfully? Please include any...

There are no announcement boards in agent locations - all announcements are played over the WAN. It may be something with how our announcements are set up on the VAL manager - if the whisper can't play, the agent sits there with dead air on the phone and the call doesn't get answered, seemingly...

We have recently upgraded one of our PBXs from 3.1 to 5.0. We used to have a problem with whispers (VDN of origin announcements) occasionally not playing to the agent due to network issues. When this would occur, the call would not be delivered to the agent, causing problems all around. As a...

We have a representative that claims she was shocked through the headset by her 4620. I have not had a chance to examine the headset yet, but in the meantime am wondering if anyone has heard of this, either by experience or through lore handed down from admin to admin. Is this even possible...

What headsets do you all use with your 4620 or 4621 IP phone sets, and how is the sound quality?

All agent logins are set to greatest-need. The skills are all set to skill 1 first with priority 1 and skill 2 second with priority 1. We get far more skill 1 type calls, and the call type doesn't seem to play a role in the selection. It's odd - it doesn't even appear that the agents...

Both are set up as EAD-MIA.

Like many of you, I am learning the Definity system by trial-and-error rather than formal training, so any assistance you can give here is most appreciated. I have about 75 agents with two splits each, who take calls in about 8 VDNs between the two splits. All agents are set up identically...

We run a multi-site, multi-client call center environment in which one client wishes to remote service-observe by agent-login ID. The problem is that our clients all have agreements that *other* clients won't be able to listen in on their calls. The client who wants to SO claims that their...

We want to be able to report on the ANI of our callers. In reports, our calling_pty field is populated not with ANI, but with the physical trunk location (port network, carrier, slot and channel.) In the trunk group we have done a Delete: All on the Incoming Calling Number in order to allow...