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I have disabled Advanced Work Codes on each of the programs configured in EMC Control Panel but agents still get asked to enter a Work Code. Any idea's where else this needs to be disabled?

Hi Polska1979, I'm a little unsure on what you mean. Can you elaborate?

Hey. I have a request from customer relating to EMC reporting tool, which i am not at all knowledgeable with. They are looking to run 2 particular reports. 1. They want to run a report on outbound agents to show what numbers each agent dialled. I wouldn't imagine that this is possible from EMC...

I have a customer who has 2 seperate sites. Main site has IP Office Server running Media Sever, One X Portal, VM Pro and contact recorder and also 1 x IP500. 2nd site has 1 x IP500. Both sites are connected across MPLS. VM PRO is providing auto attendant for both sites. Every so often, if the...

Great stuff guys. I will go and check out BSH suggestion. Much appreciated

I have a request from a customer and was wondering if anyone has set up something similiar. The customer is a call centre. They want to provide the facility to agents, that when they answer a call and if this call is a complaint, they agent can press a key on their phone to keep a record of a...

Quite new to CMS so hoping someone can help me here. This is probably quite simple to do but any help would be greatly appreciated. I'm looking to create a daily report for multiple agents showing the following: Time Logged In Available Time ACW Time Total Aux Time Time Logged Out Thanks in...

Thanks Joe. Though with this solution, Will the transferred call, hear the announcement once, then when the call connects to the transfer destination just hold in there queue. I would like the call to hear the announcement at 1 minute increments whilst waiting for an agent on the far end to answer?

I have a scenario whereby agents answer an incoming call and sometimes need to transfer it to a particular external party.(Uk to USA). When the agent places the call on hold, they dial the US number and when answered by the auto-attendant on the far end, they transfer the call. As a result ,the...

Thanks very much for that Montyzummer. I will give it a go early next week.

Looking for a little help here guys. I have a client who runs a large call centre. They are looking to add the possibility of agents, who are making outbound calls, to hear an announcement for compliance reasons, if the agent dials a feature code before the outbound number. Its not something...

Thanks very much for that Timbo50. I'm away now to see what information I can gather with your advice. Much appreciated.

Hi guys, First post here so take it easy on me. I've been working in the telecoms industry for almost 19 years and recently started working with Avaya CM, IP Office, CMS etc. Customer has a few questions for me which with my limited knowledge at the minute i am struggling to answer accurately...