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Try changing your max on digits 6 and 9 to either 11 or 12 and see what happens.

I always thought that it put the agent back into an available state in the "idle standing" where they should be based on the algorithms of ACD, but I could be wrong (it wouldn't be the first time). I also thought ACW time was set in the split/skill or hunt group - has Avaya changed it so ACW...

Every 60-90 days, we seem to have a problem with one of one of our PBXs: we have dropped calls, can't get dialtone, or users are unable to make internal or external calls (or both) - sometimes all of the problems above at the same time. The only way we've been able to fix the problem so far is...

That's way cool! Wonder how many parents of teenagers have those?

You should be able to have one coverage path with more than one cover points, or you can have two coverage paths setup for the extension, and one can be a remote coverage path like mikeydidit says. You may want to setup an out-of-the-way phone that your support team can choose call forward when...

If they re-animate it, would it then be a zombie phone? :O)

I just looked at this again. Does it need to route to an extension? If not, change the vector so that it routes straight to the cell number, remembering to put a 9 first so you route off your PBX, but keep the coverage "yes" so that it will go to the cell phone's voicemail if it's busy or...

Check the COR of your VDN, also make sure the route-to step has coverage "yes". Hope that helps!

I agree with mikeydidit - we did that same thing years ago with Muzak, tying it into the phones for MOH and overhead paging speakers (along with white noise) to help with the background noise. Worked very well. The only complaint was different tastes in music, but you're never going to make...

I'd have calls go to a cover path that goes to a VDN & vector that routes directly to the secretary's extension - the initial coverage path probably allows 3-4 rings, and the secretary probably has a coverage path that allows 3-4 rings before going to voicemail, and you can always shorten the...

Yes, I feel your pain! Can you setup RONA so that when agent(s) forget to logout, the caller goes back into the queue and the agent is put into AUX? Would it be possible to have just the evening shift agents use the manual-in feature? I used to have to check for logged in agents before calls...

...and, um, I include myself in that category! :O)

Why do they want to stay in ACW for that long? Seems strange to me, but I'd either use and existing AUX code or setup a special AUX code for that purpose and then have the agents put that code in if they need to remain unavailable longer than the ACW limitation.

I agree with inerguard - check your ARS. Also, wouldn't it be easier to simply route to that toll-free number straight from the vector?

Unfortunately, we can't engineer around "stoopid.

I used to TTI a temporary extension in so that I could get port information & then TTI the temp extension out - would that help you? If you're on an analog phone and it's X-ported, you can call the operator and he/she should be able to tell you the port number.

Can you turn OTM off? What are the pros & cons if you do?

I second that!

We have an Octel voicemail system connected to a Nortel PBX, and we have to make sure MWI is activated in CLS on the PBX side as well as the individual voicemail box in Octel. Normally in the Avaya stations, the MWI is turned on by default (if I remember correctly). Hope this helps!

Oooh, I love neat tricks! You guys are the BEST!!! :O) Thank you so much!