Agents Hear Alert Tone During Call - PBX Info :: Your Free PBX, PABX and Telephone Information Resource

me_nortel_guy · 10-31-2007, 10:35 AM

I am looking for suggestions on what could be causing my agents to hear beep tones while they are on the phone with incoming calls.

The agents in my call center say that they are hearing intermittent and sporadic beep tones during ACD calls. It sounds like the tone they hear when a call is being presented. They are in skillsets, forced call answering, there is no console doing barge-in testing, the caller can't hear the tone. This just started within the last two days and I haven't made any software changes to the PBX, agent phones, skillsets, etc.

Ideas?

KristiK · 10-31-2007, 11:14 AM

Is is possible that someone is using the supervisor Observe feature, and the queue is set up to provide an alert to the agent when being observed?

Kalahary-Harry · 11-01-2007, 01:49 AM

I agree with KristiK:

In LD 23, print the ACD-DN associated with those agents phone sets. There is a prompt "OBTN" (Observation Tone). As I don't have the NTP's in front of me right now I can't recall the exact responses, but you have the option to give an observation tone of none, agent only, agent and caller..

To see what ACD-DN is associated with an agent phone set, print the phone set in LD 11. Key 0 SCR (or MCR) nnnn 0 mmmm (n = ACD, m = Position ID).

Let us know if you come right..

jack · 11-01-2007, 02:46 PM

Post your ACD Q

me_nortel_guy · 11-02-2007, 07:59 AM

Thanks to KristiK for the suggestion, she was right.

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