ptec123

I was told by a Call Center Services Tech the best way to make changes
is to
1) Deaquire the phone
2) delete it in Symposium
3) Delete the phone in switch
4) rebuild in switch
5) rebuild in Symposium
6) Aquire the TN

rwhite

We have been advised the same for our 2000 series phones.

jack

You really need more work to do, I thought I was the only one who worried about acquired state bit mapping :wink:

Anyway to your question --

FCTB works with call force, the value will only be printed when an agent is logged into the set.

Post back if you need more info.

As far as changes to ACD sets I agree with the deacquire out in switch build as new reacquire method, I do not however see the need to out in Sympossium.

John_In

I suspected that FCTB dealt with call forcing as well, but couldn't locate any doc to support it.

Check your call presentation tab within Call Flow Admin section of Symposium. One of our larger call centers are set up with call forcing, whereby the call is automatically answered after a tone is played to the agent.

Fletch

I just ran across a product bulletin today from last September. In 3.0 and above, you can now make SOME changes to an aquired TN. The information is in Product Bulletin Number: P-2004-0345-Global.

Here's a snippet:

Supported modifications on a phone set acquired by Symposium Call Center Server or Symposium Express Call Center

Introduction

This product bulletin documents the administrative modifications that are supported on Nortel Networks* Symposium Call Center Server or Symposium Express Call Center acquired devices. Testing of basic administrative modifications (moves, adds & changes) was performed on various set types configured on a Succession 1000M system. The sets were part of an ACD group and were configured on an SCCS system for ACD call control purposes. The testing validates that modifications made to acquired resources do not cause corruption on the Succession system.

__________________
Fletch
Visit Nortel Support on web at http://nortel.com/support

John_In_Dakota

Thanks for all the great answers. I have been having issues with 4 agents when they are done with one call they get another call right away. I have all the breaks setup as a 5 second pause or break before another call hits their phone. I did do the first response, de-aquire, out the phone, add back in, re-aquire. I will see if this is the fix. They come in at 9:00.