John_In_Dakota

Make sure that the phone set to observe has Supervisor in CLS.

chrisme

The phoneset did not reflect SPV in class. I outted the phoneset, rebuilt it, double checked that I input SPV as class, when I completed the rebuilding, I printed the TN it still isn't reflecting SPV in class. It does reflect SPV under the ACD Key - but it was reflecting it there before. Anything else I can check?

Thanks

John_In_Dakota

C,
Is there any way you could post the TN of the phone in question? This will speed up the situation and maybe resolve that much faster.

chrisme

PT0000
REQ: PRT
TYPE: TN
TYPE TNB
TN 26 04
DATE
PAGE
DES

DES S234
TN 026 0 00 04
TYPE 3905
CDEN 8D
CUST 0
FDN 7000
TGAR 1
LDN NO
NCOS 2
SGRP 0
RNPG 0
SCI 0
SSU
LNRS 16
XLST
CLS CTD FBD WTA LPR MTD FNA HTA ADD CRPD STSD
MWA RMMD SMWD AAD IMD DOS XHD IRA NID OLA VCE DRG1
POD DSX VMD CMSD SLKD CCSD SWD LNA CNDA
CFTD SFA MRD DDV CNID CDCA MSID DAPA BFED RCBD
ICDD CDMD LLCN MCTD CLBD AUTU
GPUD DPUA DNDA CFXD ARHD FITA CNTD CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID BUZZ AHD
DDGA NAMA
DRDA
USRD ULAD RTDD RBDD RBHD PGND OCBD FLXD FTTC DNDY DNO3 MCBN
CPND_LANG ENG
RCO 0
HUNT 7000
LHK 2
LPK 2
PLEV 02
AST
IAPG 0
AACS YES
ACQ AS: TN
ASID 16
SFNB 2 5 6 9 10 11 12 13 15 16 17 18 19
SFRB 1 2 15
USFB 1 3 4 5 6 7 9 10 12 13 14 15
CALB 1 3 5 8 9 10 11
FCTB
ITNA NO
DGRP
PRI 01
MLWU_LANG 0
DNDR 0
KEY 00 ACD 7070 0 3570
SPV
01 SCR 1570 0 MARP
DNRO 0
DNRI 0
CPND
NAME NICK DESPAS
XPLN 27
DISPLAY_FMT FIRST,LAST
02 SCR 2570 0 MARP
DNRO 0
DNRI 0
03
04
05
06
07
08 MSB
09 NRD
10 OBV
11
12
13
14
15
16
17 TRN
18 AO6
19 CFW 16 7000
20 RGA
21 PRK
22 RNP
23 SCC 0047
24 PRS
25 CHG
26 CPN
27
28
29
30
31
DATE 4 MAY 2004

Nortellian

R u hitting the observe key than entering the agent ID number not the extension number.

John_In_Dakota

When you hit the OBV key can you enter in the agents POS number?

If you enter in the correct POS number and get a busy two things could be happening:

1. Someone else is observing this agent.
2. The agent is not on-line taking calls.

Do the agents phone have SPID listed in the phone setup?

chrisme

We are entering the agent log-id ID.

The agent's were on calls when we tried to observe them.

This is something new for us so we only have the one supervisor setup until we can get it working so there was no one else observing.

I'll have to check the SPID - I'm not sure. I'm finished with this today! Thanks for all your help - I may post again tomorrow if the SPID is there in the agent's setup.

Have a great evening...

chrisme

Good Morning,

I checked the SPID of the three agents we were trying to observe. Two have no SPID, the third has a spid but it isnt for the supervisor who was trying to do the observing. How do I go about changing the SPID on these three agents?

Thanks

John_In_Dakota

To make the SPID change get into LD 11, CHG, DN, enter all the correct info and when you get to SPID enter in the new SPID number. Not sure if you have to delete the old one and then enter in the new. Someone will look at this and advise.

John