Not sending Agent ID when I hit # on IA770

[y2ger]

Hello All, we recently had a BP install a new S8400, CM5.1.1 with IA770. Before this, we had a G3si with Definity Audix. After the install, when an agent dials VM (the mailbox is on the Agent ID, not on the station), they hit # to send their Agent ID prior to dialing their password #, but instead of sending their agent ID, the system is sending their station ID. If the agent manually inputs their agent ID then #, it works fine. Just hitting # used to work prior to the upgrade. Has anyone seen this before? Is this a function that was lost due to IA770 being free? Any help would be greatly appreciated.

Thank you much...

 

[SloTCMS30]

Same problem here with Modular Messaging... I chalked it up to progress, but if I can get a solution our sales team would appreciate it...

“Do not spoil what you have by desiring what you have not; remember that what you now have was once among the things you only hoped for.”

- Epicurus

 

[mrjedi]

Have you tried this:
On the agent id form, change LoginID for ISDN Display? field to yes.

 

[y2ger]

Yes, I just tried changing LoginID for ISDN Display to Y and it is still sending the station ID. Any other ideas would be greatly appreciated. Thank you mrjedi...

"If you go where you have gone and do what you have done then you will be who you have always been

 

[AvayaTier3]

Are the mailbox subscriber numbers for the station extension numbers or the agent extension numbers?

A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

35 years Bell, AT&T, Lucent, Avaya
Tier 3 for 25 years and counting

http://bshtele.com

 

[AvayaTier3]

Never mind the last question. The answer is above.
Is the agent logged into the station when calling voicemail extension?

A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

35 years Bell, AT&T, Lucent, Avaya
Tier 3 for 25 years and counting

http://bshtele.com

 

[y2ger]

Yes, the agent is logged in to their agent ID when they attempt to log into VM.

"If you go where you have gone and do what you have done then you will be who you have always been

 

[lopes1211]

Do the agents move around to different phones or do they have assigned seats? If they have assigned seats, you could put the phone extension into their audix form as the secondary extension (assuming that's what audix is seeing).

-CL

 

[y2ger]

Thank you lopes1211...that worked. Of course, I had to inform them of the caveat that this will not work if they move around, but since they don't, this will work just fine. Much obliged.

"If you go where you have gone and do what you have done then you will be who you have always been

 

[y2ger]

UPDATE...I have to apologize to mrjedi...When I changed the LoginID for ISDN/SIP Display? to Yes and reported back that it didn't work, I made a crutial mistake...I never asked the agent to log out then log back in. I just tried this again and had the agent log out and back in and now it works just fine. Sorry, my mistake. It does work. Thank you mrjedi.

G

"If you go where you have gone and do what you have done then you will be who you have always been

 

[mrjedi]

Most welcome. I ahve not been following this as I am abroad in Africa. Glad to help.