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Thanks Hached: I was hoping to avoid the CDN way because the are so many different scenarios but I guess I will have to start programming individual CDNs! Thanks again for the help.

Hi, I have a script with three menu prompts in it. If the customer fails to choose an option in any of the menus it will default to an agent - in this scenario the call takes 105 seconds to get to an agent. If the customer chooses an option, the wait time to get to an agent is significantly...

I reapplied the language cd and also added two other channels. Any of the calls hitting the new channels got the prompts no problem, any hitting the two old channels were still experiencing silence. When I put in the old channels, I have a feeling I programmed them on the PBX and added them to...

...After going through older forum posts I realised I could change the Default IVR ACD-DN in General settings on the CCMA... Now, Callpilot Channels are answering the calls but I am getting silence instead of messages... All servers are set to Language English(I had to change the Callpilot...

Hi All, This is a bit of a longwinded saga but I'm hoping someone can suggest something as I am at my wits end and am on the verge of starting from scratch with a new CCMS. AACC CCMS 6.0 SP1 on a vmware platform, Windows 2008 SP1. Callpilot 201i on 5.00.41 SU09. When I call a test CDN which...

Thanks for the replies guys: There's 35 sets that can observe - 32 of them are the Witness recording channels. According to Nortel if a supervisor set is observing someone & it gets disabled, the observe won't clear down properly so it will look like the set is still being observed. I have...

Hi, Don't know if this is possible but here is the secnario: We have agent sets being recorded at random. Four of them have stopped recording & are giving a busy tone. When I manually observe them from a supervisor set, I get a busy tone as well which seems to indicate they are already being...

Thanks Julio: It's an older version of eQuality - so I think the customer is due an upgrade, patching seems to most likely solution. In the interim; I reset the problem phones, which got rid of the busy tone. I also got the 3rd party support for Witness to ensure all the settings were...

Both the below threads are closed with no solutions: thread1409-1332958 thread1409-1428549 I have a client on a Nortel Option 81 with 32 channels TDM recording using Witness eQuality. There are about 10/120 agent phones coming up as busy on the recordings. Same phones having the problem all...

Reporting is the way forward; the Agent performance report will show if the call has been returned to queue from time out or otherwise. If you look at the last two columns, the last will be Return to queue from timeout i.e. call has rang out on agent phone, & has returned to queue as it was...

Thanks mikeyb123, they are actually on a dinosaur Meridian Mail system which is backed up on a weekly basis. My worry is if they hit the delete key while in the live system file on Voice Prompt Editor & exit it, then all the voice segments will move up one & go out of sequence so we'll have to...

Hi, I have a Symposium system. The customer uses voice prompt editor to re-record Christmas messages, etc... There are two files: the "maincustomersite" which contains all in-service voice segments & "backup1" which apparently is a backup... "Backup1" has not been modified since 2001 & has 50+...

On the phone set, change the class of service from MWA to MWD. If there is a message waiting key, nul it out. i.e. when changing the set and you come to "ITEM" type in key x nul. (Where x is key number with mwk programmed on it)

Thanks a million - tried it with one of those & it worked. Going to go & grumble about Nortel now(yet again);-)

Hi, I have 10 i2004 phase 2(NTDU92). I am swapping out the older phase 1 (NTDU82) phones and replacing them with these newer models. There is no power over ethernet as yet so we are using the seperate power supply. My problem is the new phones are not powering up. When I plug in the external...

MCR means it rings simultaneously on all sets that have it configured - if you set it up on 10 phones, those 10 phones will all ring until the call is answered. SCN is when the line is set up on a set but it does not ring - the key it is assigned to has a flashing chevron or phone next to...

Hi, I have a customer with the below issue Hardware: Site 1 is an opt61, x21, cpp4, rls 5, issue 00w Site 2 is an opt81, x21, cpp4, rls 5, issue 00w They are networked using MCDN. Symptoms: Incoming call on Analogue COT line to ATTN in site 1 needs to be transferred to extn in site 2. Call...