Page 13 - July August 2014

JTuelyle/AcoumguRstes2e0l1le4r 13
Telecom ResMeallrechr/April 20134

MEDAK
A:his was an interesting one to igure out.
the IPO have something similar to the Deinity me say again, never) leave any of the system
MI did the same things you did. I veriied
“list history” command so I can see when that logins with the default passwords. I can’t begin
the programming was the same between the TelecomReselleredak
actually happened?
to explain why someone would go through the
older andnwer agent phones,and dida“status
by Walt
process of hacking into your system and then
TM
Avaya
Medak
A:
just change the call routing. In fact, you are
Avaya demystiied Let’s break this down into a couple
station” command and several of the agents. Like
telecomreseller.com
very lucky that’s all they seemed to do. It could
issues here. First, there is something you, I couldn’t see aSnuybtshcirnipgtionust of the ordinary.
By Walt Medak
Demystiied
similar to the Deinity “list history” command
have been very easy for them to set up a system
Or change address, unsubscribe: 17413 SE 28th Street, Vancouver, WA 98683
gives you the options “n”, which means if
tie line. There is a delay getting the point to point
hat’s when I used anCaoll 5t6h1-e73r2-c23o35mmand to see what
Qall ports on the announcement board are
circuit installed, so I placed on order for some analog
Advertising
Web www.telecomreseller.com • E-mail publisher@usernews.com
in the IPO. Once you have logged in to the
of international call routing and leave you with
was going on in real-time. hat command is
I’m trying to set up an announcement, or rather
“monitoCralbl 3c60m260s-9s70p8l•iTtolxl Fxre”e.800 667-8965 • Fax 360 260-9726
busy the caller won’t hear the announce-
DID trunks for the new location to carry the new IPO, click on “File” and then “Advanced”. In the
a huge phone bill.
more like our company infomercial, to play to
numbers. I know it’s old technology, but so is the
Web www.telecomreseller.com • E-mail publisher@usernews.com hat screen will show you up to the minute
callers waiting in queue for our call center. I have a
ment, “y”, which means if the ports are
Q:
News Department
menu that comes up, you will want to click on
Q:
all busy the system will wait until a port
Deinity we’re using and it still works ine. However,
We have a small call center set up at
TN2501 VAL board, and I’ve loaded announcements
“Audit Trail...”. he command history doesn’t go
staPltesasefoe-rmatilhareticlesnatndirperesgs reoleauseps a,s atstacwhmelnlts ainsMdicreostoaft iWlsordfoformat to editor@usernews.com. Suggested length is 250-300 words. At the end of the article,
one of our locations, with around
We have an IP Oice phone system in
as far back as it did in the Deinity, but in other
on it before, but those have all been the “play once
is available and then start the caller at the
the orders got mixed up somehow, and the provider
eapclehaseapgroevindetcotnhtacat tinfiosrmlaotiogn.gDeo dnotisnen,d agrnapdhicst. hWearte’serhve othwe rigIht to edit
for content and length.
one of our small oices. I’m familiar
ways it shows even more detail, such as the login
30 agents. We aren’t using Expert Agent
discovered the problem. On the “status station”
and move on” type. This new recording is supposed
beginning of the announcement, or “b”
is telling me the DID numbers are pointed to the CO
For further clariication, please visit www.telecomreseller.com and click on Submission
scrGueidenline,s.iOtuwr EdiiltolrisalhCaolewndary(aolsouonwlineh) ias utsesfupl floirtapapnropraiagteesunbjtectismatter.
with the Deinity systems, but changing a
of the person who made the change and the IP
run BCMS reports on most of the agents on SA
to play continually until the caller is answered. How
which functions essentially the same way
trunks. I didn’t think that was possible.
n
ame or button programming is about as far address of their PC.
logged in to, and what their state they are in
election, just the basic split-based setup. I
Ado I set it up to do that?
as I go on the IPO. Something strange just
mind if you use one of the repeating type
Douglas Green, publisher@usernews.com
“integ-mus” does. One thing to keep in
In short, you’re right, it’s not pos-
Publisher and Director of Advertising
his brings up the second, and more pressing
a nightly basis. I just added ive new agents
(ACW, AI, etc...). he “monitor bcms split”
There are a couple options for setting
sible. On an analog DID trunk, there
happened the other day and I don’t know
into one of the hunt groups. I can status their
Deputy Publisher
of announcements, once the vector hits the is usually a signal sent between the central
issue related to what happened to you. When
screen shows that information as well, but it also
up a repeating announcement depend-
Istloepokethdat ypoluaryasudthitetrainl,nIowuanscaebmleetnot seite will Carole Sangiorgio
what could have caused it. We have all of
stations during the day and it shows that they
shows you what AEgxeenctuItiDvetEhdeitpoerrson used when
ofice and the PBX to initiate the call, and
sotamyeoinethatdsintefpacutnlotiglgtehdeincatollyiosueristyhsetremcoonn- ing on exactly how you want it to func-
athrenlogtghed pinrotovitdhercowrrilelctsheunndt DgrTouMpFandigits Jef Owen
our incoming calls ring to extension 2000. If
they logged in. In your case, all of the agents
Snaetcutreddaytoanadncahgaennget,dtthhee cinaclloemr ipnrgescsaellsroaudtinggit wtoheththeerPtBheXy.arTehineAPIB,AXCwWi,leltcth..e.nHroowuetveert,he tion. The TN2501 has 31 ports available
Accounting
nobody will be sitting at that desk for a while,
were logging in using theirextension number as to play back the announcements to call-
a(sifyyououdipscloavyertehde. aHnonwoeuvnecr,etmhendtetasil pinartht eof a
wcahlelnbIatrsyedtoorunntrheepordtisgfiotsrthrecmeivnetdh.e You
TracyTitus their login ID, whichCoispywEhdaitoyrou would expect,
we just forward that extension to another desk.
ers. The call volume in your call center
“collect” step), or the caller hangs up. The
would typically have the provider send the
Michelle Moody
When we came in Monday morning, the calls
audit shows that the person that logged in was
evening, I get an error that says “no data in the
except for the new agents that you just added. I
would determine, to an extent, how you
vector will not just continue to process like
number of digits that match your extension
Technology Editor
were ringing to a diferent extension than they
outside of your oice, and most likely outside
system to list”.
noticed that theRyayhHoaradk, raylhlorlaok@gugserendewsi.cnomwith an Agent wanted to set up the announcement. When
Graphic Design and Production
t does with a non-repeating announcement.
were Friday aternoon.
the United States.
When I run a report for one of the agents
ID that was one digit of from their extension
you add the announcement itself with the inumber length, and hopefully, you have
coI mchmanagned t“haedfdorawnanroduingceomn exntenxsxioxnx”, you your extension numbers match the DID
Spritzer Type and Design
Q
ItaWppeearesitnhathtesopmroecoensseowfaospaebnliengtoagneetwinotoice
who has been there for a while, but wasn’t on
number. hey were all using 792xx numbers
2w0o0u0,ldansdeltehcatwthoerkteydpewhaesneIitchaellred“inttferogm-rep” y
duty that day, I still get a report, but it’s all
for their ID instead of their 791xx extension
our njuestwaorfekwanbdlolcokgs ianwtoayofruormIPoOurumsianign oice.
The publishers of this newspaper assume no responsibility for statements made by adver-
extension number would be 1234 and your
tisers in their advertisements, nor do they assume responsibility for statements or opinions phone number range. So for example, your
aonro“tihnetreegx-tmenussi”o.n,IbfuytonuotcwhhoesneI“cinaltlegd-omuurs”, tIhpeladceefdaualtnpoarsdswerowrditfhorthoeneproofvtihdersytshtaetmalready
expressed or implied in the columns of this newspaper.
DID number would be 555-1234. You
zeroes. I’ve gone through and double checked
numbers. hat’s why it said there was no data
mthaein“Qinuceoumei”nigenludmisbearu.toImwastiacballelytosfeutmtob“leb” lsoegrvines.seIvcearna’ltorfeocuormomiecensdinstrhoenagrleyaefnoor uagphoint to
would ask the provider to send the last four
when you tried to run the reports.
all of my programming and can’t ind any
Newspaper delivery to conference performed by CTS Air Service
awrohuicnhdmeneoaungshthanadt cianldletrhsawt tihlleeisnsceonmtianlglycalll
be connected to the same playback port and
digits of your number so the call would just
hpowintimcirpcuoirttantdistoims feogrryoouundtostwarotrCkOwtrituhnkysoautrthe
■ As always, if you have any questions please diference between the older agents that I
new location. This new oice will probably just be
routing had been changed from extension 2000
can get reports for, and the new ones that the
will just start hearing the message wherever
a temporary solution, so I order a new block of DID
route directly to your phone. On a ground
IT vendor to make your network more secure
call 800-452-6477, or visit us at www.medak.
to 2003. hat was easy enough to ix, but does
from unwanted outside access, and to never (let
reports don’t work. What could I be missing?
it happens to be during it’s playback cycle. numbers to come in to our main oice on the exist- start CO trunk group (or loop start for that
com.
If you select “integ-rep”, the “Queue” ield
ing PRI, and planned on just routing them over the
See MEDAK, page 15
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