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Having worked for some time with both Avaya and Cisco if you're purely talking about back-office functionality and not call centre then the biggest win for Cisco is the total cost of ownership, don't get me wrong I love my Avaya and if a client was looking to replace their call centre with Cisco...

Would suggest you look at the trigger point from when you start reporting on the call, it looks like you previously would have had the trigger set to monitor from the moment the call hits the CS Queue whereas perhaps now it is monitoring from the initiation of the call into the switch. I had a...

In the AAR digit analysis table you have: Dialed Total Route Call Node ANI String Min Max Pattern Type Num Reqd 229 5 5 327 aar y Should the min and max lengths not be set to 7 as the number will...

Hi Peter, Yes what you are trying to acheive is possible, at present the script I wrote simply saves to a particular location but uses DTMF to name the file, let me play with this for a day or so and I will post up the script, essentially I'm thinking an auto-increment feature would suffice as...

Quick run-down on setting up UDP to trigger route pattersn, basically if you want a particular number or number range to utilise a specific route pattern the easiest way of doing this is via the UDP (Uniform Dialplan) lets say I have a new site linked by tie lines and they use the extension...

I'd suggest this would be possible by using a series of IF nodes, the first if CED=1 pass, then use the fail option to route to the second IF node if CED=2 pass, route the passes to your desired destination. Once you have gone throught the 3 routes on your IVR then pass to a dynamic label of...

We've done this recently using IP-IVR (CRS) to record the file. If you have IP-IVR let me know and I will post up the script. In terms of using ICM to do this you'll need to write a VXML mini-app to record and then archive the file but it is definitely possible, do you have call studio? thanks...

I think the max calls you can have on a VG224 is 2 so its not really useful for conferencing, do you have a meetingplace server? or maybe Unity voicemail?

I guess you could write a query on the TCD to search for ANI's with more than 5 records for that date and then add the number to a blacklisted for the day table which you would need to look up against, bit chunky but should work!

V11 and R14 will definitely work on the same desktop, we've just implemented R14 to upgrade from V11 and other than a bit of wizardry from the Avaya guys its pretty seemless, one area we did pick up on though was with users that also used R13. When we pushed the R14 to the desktop it changed the...

Are you saying that although you can log in to BCMSVU but it isn't retrieving any data? Did the IP address range change when you implemented the new S8300? Other things to check would be firewalls, port blocking.....all the data(ish) side of things. We had a similar issue during one upgrade as...

Have you associated a signalling group?

Okay I'm with you on what you're trying to achieve but there are a couple of ways that you could look into going about this. For example if you only have say 10 different combinations of what Variable 5 would contain then the easiest way would be to route to a separate VDN for each case and name...

you could put a bridged appearance on the other two phones

May be worth checking UDP 555

Couple of ways of getting what you want to achieve here, how many variable combinations are we talking about?

It depends on whether your are routing to enterprise skill groups or if you are just handing off to a DTN, if you want full intelligence across your network for enterprise skills you need to associate the label to the corresponding DNIS as this is how ICM will look up agent states within that...

Depending upon what release you are running you may find that whilst the kit will go on forever, the functionality may be lacking for your call centre, another thing to consider in respect of Mitch's very valid point is that the handsets whilst they will work, wont get supported, also it can be...

you will also need to check that your first service level increment for the skill you are reporting on is set to 30 seconds, you can configure this all through the GUI

either that or you could modify your dialplan to route the numbers directly to the mailboxes