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Search: Posts Made By: mnorst
Forum: IP Office Contact Center 12-22-2016, 12:27 PM
Replies: 6
Views: 2,018
Posted By mnorst
Try going to Administration->System (along...

Try going to Administration->System (along top)->General and check the Use Break Time codes checkbox.
Forum: IP Office Contact Center 12-20-2016, 12:18 PM
Replies: 1
Views: 1,580
Posted By mnorst
I too hope that 9.1.9 release is stable, but I...

I too hope that 9.1.9 release is stable, but I haven't seen the export error you are experiencing so I cannot comment to it directly. That said, is this a known-good flow that has passed the...
Forum: IP Office Contact Center 12-15-2016, 09:45 AM
Replies: 6
Views: 3,017
Posted By mnorst
Try altering the Tasklfow to route directly to a...

Try altering the Tasklfow to route directly to a music announcement, like wait.wav (since it is default on the system). I have had this happen to me in the past when the taskflow was picking up...
Forum: IP Office Contact Center 11-28-2016, 12:18 PM
Replies: 6
Views: 4,065
Posted By mnorst
I have spent some time trying to reverse engineer...

I have spent some time trying to reverse engineer the TR database->Report fields without complete success. I've been looking for a doc with the field calculations (i.e. FieldX is calculated by adding...
Forum: IP Office Contact Center 11-22-2016, 09:11 AM
Replies: 5
Views: 1,965
Posted By mnorst
Good catch! As a general rule I try to save *all*...

Good catch! As a general rule I try to save *all* announcements to that folder (ivr or otherwise). This way, if we need to backup I know I can grab that folder and have all of the related wav files.
Forum: IP Office Contact Center 11-21-2016, 04:35 PM
Replies: 5
Views: 1,965
Posted By mnorst
Usually when my scripts fail in the ivr, it is...

Usually when my scripts fail in the ivr, it is trying to playback a file that doesn't exist (usually because I either typed the wrong name or someone renamed the wav file). I'd either add logging to...
Forum: IP Office Contact Center 11-21-2016, 08:49 AM
Replies: 5
Views: 1,965
Posted By mnorst
There may be additional logging that can be...

There may be additional logging that can be turned on via TTrace, however when I am troubleshooting I'll usually put a Text-To-Speech box on each of the error points so when I call I can narrow down...
Forum: IP Office Contact Center 11-09-2016, 08:23 AM
Replies: 3
Views: 6,186
Posted By mnorst
I have had this happen randomly in production,...

I have had this happen randomly in production, and have had luck either 1) adding the server to the hosts file on the agent pc or 2) running change/modify from add/remove programs and swapping the...
Forum: IP Office Contact Center 10-04-2016, 10:50 AM
Replies: 1
Views: 1,482
Posted By mnorst
Each call into the IVR uses a channel, so 30 is...

Each call into the IVR uses a channel, so 30 is your max. Channels are licensed and configured (based upon server size), so you may have opportunity for additional channels if needed.

NOTE: These...
Forum: IP Office Contact Center 09-16-2016, 07:57 AM
Replies: 3
Views: 2,873
Posted By mnorst
I have seen this done in the web client and the...

I have seen this done in the web client and the thick client.

The Web client is fairly straightforward in the Administration->UI Configuration-><profile>->Web UI agent tab. Adding the URL to the...
Forum: IP Office Contact Center 09-14-2016, 08:23 AM
Replies: 5
Views: 3,426
Posted By mnorst
Try activating the TC_ImplCheck filter, this...

Try activating the TC_ImplCheck filter, this gives a more granular breakdown of the process and should show things like password error, host unavailable, etc.
Forum: IP Office Contact Center 08-03-2016, 08:28 AM
Replies: 5
Views: 2,206
Posted By mnorst
The IPOCC address entered in Salesforce needs to...

The IPOCC address entered in Salesforce needs to be a public IP in my experience.
Forum: IP Office Contact Center 07-28-2016, 04:22 PM
Replies: 1
Views: 1,146
Posted By mnorst
Agent Group -> telephony tab -> Ring timeout...

Agent Group -> telephony tab -> Ring timeout (default 15 seconds/3 rings)
* NOTE: Be sure this is less than the vmail timeout on the IPO user
Forum: IP Office Contact Center 07-22-2016, 08:39 AM
Replies: 6
Views: 1,731
Posted By mnorst
I don't think the Processed flag actually...

I don't think the Processed flag actually contains a count, but instead flags the saved VM as processed and is then removed from the internal statistic automatically.
Forum: IP Office Contact Center 07-21-2016, 07:54 AM
Replies: 6
Views: 1,731
Posted By mnorst
Do you have a Processed block in your agent...

Do you have a Processed block in your agent playback script after playing the message? My system counts down as vmails are answered and I believe it is because of the Processed flag being set.
Forum: IP Office Contact Center 06-15-2016, 08:03 AM
Replies: 2
Views: 2,674
Posted By mnorst
c.positionInQueue is the actual position of this...

c.positionInQueue is the actual position of this caller in the queue, like 2 of 10 or 8 of 10. Generally the logic/statistic is used to voice the position back to the caller, like "There are X...
Forum: IP Office Contact Center 06-10-2016, 09:03 AM
Replies: 6
Views: 5,301
Posted By mnorst
It sounds like you may be mixing some of the...

It sounds like you may be mixing some of the equipment and have multiple things occurring across different systems.

To the Contact Recorder error message, this is actually a component of IP Office...
Forum: IP Office Contact Center 06-02-2016, 08:50 AM
Replies: 7
Views: 1,933
Posted By mnorst
You may need to use a Collector to gather Topic 1...

You may need to use a Collector to gather Topic 1 and Topic 2 into another topic (Topic 3) then take the position in queue from this topic. That said, this may alter some of the statistics and...
Forum: IP Office Contact Center 06-02-2016, 07:59 AM
Replies: 3
Views: 2,040
Posted By mnorst
Have you checked the Ring Timeout setting on the...

Have you checked the Ring Timeout setting on the Agent Group->Telephony tab? If this is set to 0, the call will sit and ring the non-available agent forever (or until the IPO timer kicks in).
Forum: IP Office Contact Center 05-25-2016, 10:15 AM
Replies: 3
Views: 2,592
Posted By mnorst
Try assigning the tag value in the taskflow right...

Try assigning the tag value in the taskflow right before sending to the IVR. This is how I do it when possible because I have had issues with the value in the IVR as well. Note: I have my wait tag...
Forum: IP Office Contact Center 05-23-2016, 07:25 AM
Replies: 1
Views: 1,143
Posted By mnorst
Either the Error List under Supervisor or Go To...

Either the Error List under Supervisor or Go To -> Error List along the top. This will give the error and location (i.e. unknown object on line 99). From there you can export your taskflow via...
Forum: IP Office Contact Center 04-28-2016, 07:20 AM
Replies: 4
Views: 2,281
Posted By mnorst
We have this working but the callback/voicemail...

We have this working but the callback/voicemail is sent to the agent who then makes a selection for the system to dial the customer ("Press 2 to call back the customer"). The trick to hold the...
Forum: IP Office Contact Center 03-17-2016, 10:55 AM
Replies: 5
Views: 2,210
Posted By mnorst
I have not done this myself, but check out the...

I have not done this myself, but check out the end of this thread https://support.avaya.com/forums/showthread.php?t=10434&page=2
Forum: IP Office Contact Center 03-14-2016, 08:13 AM
Replies: 5
Views: 2,210
Posted By mnorst
I believe this is possible. Check out the...

I believe this is possible. Check out the examples folder on the iso (record_voice_file?) then look into setting a global variable via the IVR.
Forum: IP Office Contact Center 02-11-2016, 08:54 AM
Replies: 8
Views: 4,466
Posted By mnorst
Hmm, I have 9.1 and do not have the Encryption...

Hmm, I have 9.1 and do not have the Encryption dropdown for some reason. Is there a separate setting to enable it or is this a newer version than I have installed?
Showing results 1 to 25 of 42

 
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