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The DNIS report will show 100% of the time a call runs, which for billing puropses is what you want. But a call can move from application to application on a single DNIS call, breaking that part of the reporting into segments that are not so easily seen in application reports. If your call goes...

If your Call Center is set up for idle reason codes, and an agent goes into an idle state but does not enter AND confirm a reason code within 5 minutes, the call center automatically signs him off with a system defined default code. That code is seen on reports as the 'automatic idle/no reason'...

Don't know if the Spectrum line carries this feature, but Aspect ACD has an "Agent Auto Greeting" feature that lets you use voice mail's greetings as agent announcements. In my case, this is expected to free up hundreds of announcements.

I'm running 9.2, and came up with the same issue - Turns out flag 5 needs to be unchecked in the tech applet on each of our controllers, then both controllers get rebooted & resynched to fix.

The basic difference between the PBX & turrets is the PBX is designed to have many users share a limited number of outside lines, while turrets are the opposite - individual users requiring large numbers of outside lines. The dealerboards give traders quick one-touch access to dozens or hundreds...

I named MCI (with their OK) in case they might be able to help someone else with a similar problem. I didn't name the incumbent because this is a public forum, and yup, things change around out there quite a bit!

Last November I posted re. my shared tenant environment and the incumbent LEC's inability to display each of my individula tenant's co. names for their own outbound calls. (http://tek-tips.com/viewthread.cfm?qid=936941&page=1) They cited privacy, marketing laws and 911 issues, but couldn't...

The Irwin Handbook of Telecommunications by James Harry Green, published by McGraw Hill is big, a bit expensive, but thorough. It's helped me a bunch of times. Also, you could check some other titles at http://www.cmpbooks.com/subject/telecom , or just http://www.cmpbooks.com/

That 911 issue is very important! VoIP 911 Calls are usually routed to a general service number at a precinct, where the recipient has no idea who or where you are unless you are able to tell them. Newspapers in NYC recently reported calls going to a single line POTS phone in a precinct used by...

I may be adding an office across the street from an existing Option 11C. We have available conduit between the buildings but I'd be going down 25 stories, across street, and back up 19 flights. Does anyone know the distance limit for extending analog & digital sets from the pbx? Last thing I...

http://www.nortelnetworks.com/products/index.html

Check how many lines are in the inbound hunt group that your 800 number points to. Too many simultaneous calls could be your problem, and if so, correct by adding more lines in the hunt. Test by placing as many simultaneous calls to the 800 # as you possibly can.

Becoming a reseller isn't really a viable option for us. We are talking to a CLEC about porting our DID's to them and building my client names into their CNAM database on a per-number basis. I'm assuming that's the equivalent of the LIDB list you mention because it is the source of info for the...

I'm running a shared-tenant environment in Boston, and would like my Nortel switch to send each client's name and number over the PSTN, but the ILEC won't let me. They claim that unless I were to register as a service re-seller, they MUST send a name themselves, and the only one they can send is...