Recent content by NewbieCarol

We are running a CM 7 with CMS R18. There has been a "call" stuck in the queue for over 100 minutes. Other calls come in to this queue and go to an available agent but not this one. Any suggestions? I tried to queue it to another queue but that didn't work.

So i just tested this again only this time i had the "X" ported station wait until either someone answers or a voicemail answers. And this time the correct VM picked up. So they aren't going to just be able to hit transfer, dial the other party, and the hit transfer again.

But so far this is the only extension this is happening to. Granted it's the only situation where we have bridged calls being transferred. I'm stumped.

I know this is probably going to be something easy. We have a CM 6.3 and Unified Messaging 2013. We have 3 6408d+'s set up with bridged buttons to an "X" ported extension. When someone calls the "X" ported extension and they need to transfer the call to someone else and they don't answer, the...

Got a head scratcher here. We have NICE Perform 3.5. We recently replaced the remaining windows xp OS with Windows 7 (64 bit) and IE9. We are having some issues with NICE saying the codec pack is not installed when trying to listen to calls. Our service desk has uninstalled, reinstalled all...

There were some options on the new COR that did not match the original COR before changing the service observe, including the Direct Agent Dial. I have now made the two COR's nearly identical and I think that may have solved the problem. Thanks for all your help!

Send all calls NOT activated.

Should our agents be able to receive incoming direct or acd calls when in ACW? We changed the COR on some of the agents for service observing and it appears that the new cor may be the issue but I don't know why. We have a CM 6.3 with CMS R15. The calls will ring once at their phone and then...

V18 Supervisor will work with CMS R15?

I thought I would add an update to this issue. We changed the return call timer on the console parameters to 45. I think it was set at 30. So far it seems like that may have solved the issue.

this is a first in all my years working with CMS. We have a CM 6.3 and CMS R15. We installed supervisor 16.3 on her windows 7 computer. When she goes to open a report, it automatically minimizes it to the task bar and when she clicks on it to open it, it does nothing. And no, the option to...

When I call the EC500 enabled extension directly, it rings about 7 times and then goes to her cell VM. When I call outside and then back in and enter her extension, it rings about 7 times and then goes to her VM. I changed my configuration set to match what you have above and then tried to...

Joe, still didn't work.

That's just it I don't have a coverage path set on their stations at all because we wanted the calls goto their cell vm. Joe..what should I be looking at in the system parameters.

we have a CM6.2 system. I set up a handful of our field adjusters with EC500. However, when the switchboard or even internally tries to transfer a call to their extension their cell phone rings but doesnt go to the cell phone vm like I want it to. I have the voicemail detection set to none...