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| Meridian Systems Welcome to the Nortel Meridian Forums Including Meridian Options 11-81C CS1000M Meridian Mail Call Pilot Companion and Sucession Hospitality OTM MAT MICB RAN NetGateway ..., and all other Applications |
| Tags: agents, calls, getting, ready, still |
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 10-30-2006, 02:04 AM | #1 (permalink) |
| Senior Member  |  Not Ready Agents Still getting calls Anybody expierence any of this? The agent says when she is on not ready, she still gets some calls, and when she pushes the ACD button, she gets "Call Re-Queued". Now I have not seen this for myself, but she claims it has happened twice now in the last 2 days. System: Option 61c Release: X11 25.40 Symposium: 4.02.06 System is using CallPilot for "IVR" and Symposium does database lookups to determine where to route the call. I have also loaded the latest DepPacks (29 Patches in total) for Rls 25.40 to fix some issues on this client.. Last edited by Mercury_Storm : 10-30-2006 at 02:07 AM. |
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| 10-30-2006, 03:09 PM | #3 (permalink) |
| Senior Member  | If this agent is near to you, you might want to go and see if she can duplicate the issue. This sounds like a user error and not a system driven thing. I have never had such a thing happen without the agent doing something wrong. rlc __________________ No matter where you go, there is the Ladies Love Marty Fan Club.  |
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| 10-30-2006, 03:16 PM | #4 (permalink) |
| Senior Member | RLC, Its unfortunatly a client of ours. We are a vendor in south africa offering Nortel support to a number of clients, so to sit with a user at one site does take alot of time out of a day, I also tend to think its a user problem, and that she is not answering the call withen the RTQT timer, and thus making her NOT READY and sending the call back to the Q.. this is a particular difficult customer, who seems to have lots of problems nobody else has, ie, user problems.. thanks for the help  |
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| 10-30-2006, 08:05 PM | #5 (permalink) | ||||||||
| Senior Member 
Location: 3498.51 miles from Tiverton, Ontario (CANADA) Rep Power: 16  | If you have an old PC around you could load it with a TE of your choice and connect it to a TTY on the PBX to monitor active traces on the TNs that are reporting the issue. I do this frequently when I want to collect data about a users station activities and don't have the time to babysit them all day. Bear in mind that in order to keep an active trace session up you have to remain logged in and in LD 80 so it helps to have a TE that can run a script that will send a CR (or anything) to the TTY before the system times you out. | ||||||||
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| 10-31-2006, 12:28 AM | #6 (permalink) | |
| Senior Member | sounds like a plan Quote:
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| 10-31-2006, 08:28 AM | #7 (permalink) | ||||||||
| Senior Member
Location: 3498.51 miles from Tiverton, Ontario (CANADA) Rep Power: 16 | You would be surprised how well behaved end users can become when they think / know they're being watched - on the flipside of that you can sometimes run across a few bizzare Nortel issues too. | ||||||||
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| 10-31-2006, 08:38 AM | #8 (permalink) |
| Senior Member | Oh yes... when a customer first starts using SCCS (or contact center now), first thing I show them is the agent perfomance report... calls returned to queue.. that blows their hair back and they go on a mission to fire all their agents.. he he We will post any bizarre or undocumented Nortel features when we find them.. |
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| 11-01-2006, 12:57 AM | #9 (permalink) |
| Senior Member | Slag, wouldnt an ENTC in LD 80 keep the session active without having to send a <CR> all the time? As far as I can remember, if you set the time right entc xxxxx 0220 (2hrs 20 minutes) it should keep the TTY logged in for 2hrs and 20min.. i could be wrong here tho! |
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