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We're a mid sized call center (compared to Nordic standards) with some 60 agents logged in at the same time. These are distributed over 5 different call centers on site, with Customer service being the largest followed by New loans, Collections, Mortgage and Auto Finance. We have several...

Meridian 1 Option 81c Symposium SCCS 4.0 IVR: 2xNortel MPS 500 CCT 5.0 Some of our agents are experiencing some strange incidents from time to time. They receive a call, and during the conversation they suddenly hear 10-20 seconds of ringback. This can happen up to three or four times during a...

I'm getting complaints from agents that they receive calls that instantly disappear when they try to answer the call. When they try to answer a call it just drops out after half a second. Text just vanishes from the phoneset. No busy signal in the headset. No nothing. This only happens to calls...

Can you get the actual number the customer presses if you use the collect digits functionality? The reason why I'm asking is that we see the need to have a possibility for call back when agents are not available. Is it possible to collect digits, and write them to a table or flat file?

I'm still a newbie when it comes to scripting so bear with me :-) What I want to do is the following : When a call comes in on skillset_A, and noone is logged on I want to transfer the call to skillset_B. If noone is logged on to skillset_B, I want to give a message. Script looks like this ...

From time to time we include promo messages in the call script to inform customers about special incidents like late invoice etc. We just had a message that was quite long, ca. 15 seconds. This had a major impact on the servicelevel numbers. It gives a correct image of the customer experience...

We have an IVR system that conists of 2x MPS500 with 30 lines each hanging on the back of an M1\Symposium. In our Symp-script we GIVE IVR at the very beginning of the call. When the customers are inside the IVR they can, amongst a bunch of other things, choose to be transferred to an CSR. When...

Call ID: 15:55:18 -Give Ringback NULL 15:55:18 -Handed Over to Master Application NULL CDN: 6061 L_APP: Master_Script NORM 15:55:18 Local Call Arrived NULL RTE: 0 TRK: 78 CDN: DNIS: CLID: 15:55:21 Give Force Disconnect NULL L_APP: 15:55:21 Task Flow Handed Off NULL TF: 1 TF...

Does anyone know if it possible to set a parameter within Symp v. 4 that a certain set of agents only will receive a call if wait time is 2 minutes or more? Any help is appreciated.

I got a quote from our vendor on 60 new ACD licenses as we are going to deploy a new IVR which will utilize 60 ports. Since it was a lot of costs involved I asked to vendor to look at some other way to do it. The project leader then comes back to me and say that they can circumvent the issue by...

I got an inquiry from one of the call center agents to check if it was possible to remove the 3 seconds of busy signal you get after a customer hangs up after a call. There is only 1 sec after call break in Symposium. Not sure if this can be done within Symp, but maybe on the PBX?

I'm going to set up a group of agents on call forced presentation class. This works fine, but I would like to set up their phonesets (M3905) so that the phoneset rings when the call is presented to the agent. The way it is now there is only a beep in the headset before the call is presented...

Does anyone know if it is possible to emulate the M1 with a normal computer? I know that the MPS500 can be emulated with a Unix workstation, but I'm not sure when it comes to the PBX from Nortel.

Hi, We're currently using the M3905 phonesets for agents. Is it possible to show in the display who is calling when the caller is calling the DN number? Of course incoming calls on the skillsets are ok, but when someone calls your direct number then it doesn't show what number or who is...

Hi. I tried to test the call force function but when I try it then no calls are presented to my phoneset. We have the M3905 phones. What can be the problem?

How do I set up the call flow if I want to eliminate time in the IVR on the reports? Calls hit the Meridian, goes into IVR and then are sent back to the M1 and Symp.