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I have recordings of Witness 7.2 calls that I need to be able to listen to. They are in a proprietary format that is not compatible with our current Verint ContactStore system. Does anyone know how I can get these converted to a .wav format?

Thanks joesena! I hoping for a simple solution ;)

I am not sure what else that would prevent them from doing. The problem I am trying to solve is this... Agents are transferring calls to wrong numbers. Management wants me to disable their ability to do so. In its place, they want abbreviated dials setup for the several legitimate numbers they...

Is there any way to deny or disable the ability to transfer calls (using transfer button) on a specific phone (not system wide) without affecting abbreviated dialing?

Thank you! I did just actually figure that out. I got confused because they were calling them hot buttons not abbreviated-dialing. Still new at this... Appreciate the quick response :)

I have calls being consistantly transferred to an incorrect number. Agents use speed dial and hot buttons. Speed dials are programmed on the individual phones (2040), but I am not clear on how hot buttons get programmed. Can anyone tell me how I can check on my switch how they are programmed?

Thanks Stinney...that makes some sense. I guess I was thinking security. Our users don't use passwords. It would be great if we could disable an ID.

The Agent ID needs to follow the dial plan? I thought only the Stations/Extensions did. eeech...so much to learn! @montyzummer - I plan to use the dup command. This is why I don't see a need to keep old Agents ID's active. If you only change the Name field then the Agent ID says active. This...

I have taken over the administration of our call center and would like to clean it up a bit. The previous administrator never deleted an Agent ID when an employee left. Instead, he would replace the name field with "available" and then swap that out when he needed to add a new agent...at least...

We are trying to decide if we should include Upgrade Advantage Add-on in our maintenance agreement with Avaya. Is it worth the extra cost...any thoughts?