Quote:
| Originally Posted by araf Hi Wondering if anyone can help. we are running SCCS 4.2 and recently have noticed that when viewing Standard_Skillset_display real time through fat client it is showing 5 calls waiting but people sitting idle. We have checked and there are no calls waiting it seems that the display has frozem. Ths has happened a few times. We have checked the PEPS on the server and they seem to be the latest. If you restart the server or at the end of the day they seem to clear.
The PEP we have on the server is NS040206SU14S.
Thanks |
I had a similiar problem before. Agents showed to be on hold, on a call, etc. However, the agent was out to lunch or on a break, or sitting idle. We found out that this problem was caused by the use of hot keys on the phone. For example, our company uses MNET to dial our store, without having to dial the entire number. The agent can press the MNET key, then the store number to get contact them. All the MNET did was type the number 6 before the store number.
These such keys are not supported. When the key was eliminated from the phone, and the agents were forced to dial 6 + the store number, the problem never happened again.
Jerad
10-03-2006, 02:31 AM 
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