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There are three main CTI packages (with which I am familiar) CT Connect from Dialogic, Genesys T-server and CallPath from Alcatel. As I am involved commercially with these, should you require further information (with attendant bias!) please send mail to: rdp@repton.demon.co.uk

No, skills are an AVAYA EAS parameter and at the moment there are no facilities in CSTA to modify the routing parameters for skills-based routing. The functions currently available control the State of the agent's set but not the algorithm that controls call routing. If you wish to have the...

No, skills are an AVAYA EAS parameter and at the moment there are no facilities in CSTA to modify the routing parameters for skills-based routing. The functions currently available control the State of the agent's set. If you wish to have the ability to log agents in to a specific ACD queue...

It is not the agent that is configured for EAS but the switch. Skill groups (EAS) and splits (non-EAS) cannot exist on the same switch. [see manual 555-230-521]. The controlling parameter is on the Feature-Related System Parameters form: Expert Agent Selection (EAS) Enabled? (y or n).

Is the sales rep forwarding his calls using the CFW key ? If so, the foregoing will only help if the CFW key is not used. CFW is immediate.

I doubt it - that's our business ! While CSTA is defined by its specifications; the designers of PABXs pay little heed to external specs like this. We have found that many adaptions are necessary in our code to cope with the vagiaries of switch architecture and design limitations. Check the...

Meridian Link Versions 5A (Ver 5.0x) and 5B (Ver 5.2x)have problems with certain older vintages of switch software. Go for the last version 5C which is ML Release 5.42, contained in Co-Res 6.42. Slow response may be due to a paucity of Call Registers which may be increased, carefully, in LD 17...

A word of caution - the local air-heads at nt recently said that in the future there would be certain features that would only be accessible via OTM. Now, that could be a sales pitch or just a frightener. Your choice.

Use LD 11 to program that TN with a KEY xx AO3 (or AO6). Note that the letter following the A is a letter 'O'.