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We are using the MPS 500 as IVR with Avaya Aura 6.2 (AML). The IVR application on MPS uses the CTI to send some information about the caller to a little screenpop on the agent's desktop. The problem is that the string that is sent via CTI also shows up all over the agent's toolbar (the AAAD)...

We have a dedicated skillset for faxes now. I think that we used to have a skillset that was handling emails and faxes together - our vendor tried several combinations. Anyway, we never had problem with emails going in and out, the problem was just with sending replies to the faxes. I am not...

I'm trying to find out where can I manipulate the system parameters (timers ?) that control the passing of the call from CCMS to IVR app on MPS, and after the IVR is done, back to CCMS. One of the problems we have is that when we have a wave of calls and the MPS gets to about 90% capacity it...

Yes, the MPS ports are acquired by CCMS but as Voice Ports not as Agent ports. I don't have the IVR ports on the CCMA agent's list, at least not if I check on CCMA->Launchpad->Contact Center Management->View/Edit Agents... or am I looking for it in the wrong place? The only place I see the IVR...

Hello, We have AvayaAura 6.2. The CCMS script sends the calls to the IVR (MPS system) with "GIVE IVR". I understand that the amount of time the CCMS will wait for IVR to take the call is controlled by Call Presentation Class. Could somebody tell me where in the CCMS configuration is it...

Thanks Utreg. Sometimes I just can't read those manuals any longer...

Is it possible to export the Agent Map into the public area? When I create an Agent Map it appears in Private Graphical Displays, but there seems to be no way to make a public copy of it. Is there some trick to it, or the Agent Maps can be only private?

We are having problems with setting up the outgoing faxes. We are in the process of switching to Avaya Aura 6.2 from CC 7.0, have it on the test site right now. According to what we've been told the agents should be able to use the AAAD to receive the fax contacts, and to send the replies out...