Activity and Not Ready Codes 4

[mt6322]

Our call center has been in operation for a long time but would be using activity and not ready codes for the first time on our Sucession 3.0, Option 81C switch with Symposium 5.0. We have about 50 2216 ACD phones in 6 different queues and CDNs. Do I have to de-acquire the phones/CDNs in Symposium then OUT them in the PBX in order to to add the function keys and change the prompts to allow activity/NR codes?
Please advise what has to be done to accomplish this task.
Thank you all in advance.

 

[yyrkroon]

in the "old" days you would have to deacquire the set, out them in the pbx then rebuilt them... that was the "old" way

In 2004, maybe 2005...Nortel SCCS Designer released a bulletin that say, now you don't have to deacquire the set or out the set as long as you don't do easy change...not exact verbage...but you get the idea.

So, NO, you don't have to out or deacquire anything, just make your change without doing easy change...the caveat of this is sometimes the changes log the agents out and they'll have to log back in.

I can provide the bulletin for you if you need it...

 

[mt6322]

Good to hear this because we have been doing it the "old" way, following the advise from the Meridian system forum group, when working on call center phones that have been acquired in Symposium. I would appreciate it very much if you can send me the bulletin so I could share it with our techs. Thank you so much.

 

[Supernn]

Do as followed:

[b]REQ[/b] [red]CHG[/red] <- Change a TN
[b]TYPE[/b] [red]TTTT[/red] <- Type = 2216, 2616, 3820, M390x, etc
[b]TN[/b] [red]ll (ss cc) uu[/red] <- Insert Loop (Shelf Card) Unit (Shelf & card only if Large switch)
[b]ECHG[/b] [red]Yes[/red] <- Easy Change
[b]ITEM[/b] [red]Key x ACNT[/red] <- Insert or change key x to functionality ACNT, account
[b]KEY[/b][red][/red] <- Enter to finish
[b]ITEM[/b][red][/red] <- Enter to finish

Be sure you also update the ACD:

LD 23
[b]REQ[/b] [red]CHG[/red] <- Change an ACD
[b]TYPE[/b] [red]ACD[/red] <- Automated Call Distribution
[b]CUST[/b] [red]0[/red] <- at least that is normally
[b]ACDN[/b] [red]zzzz[/red] <- where 'zzzz' is the ACD the agents are assigned to
Enter until
[b]NRAC[/b] [red]YES[/red] <-to activate the Not Ready Reason codes
Enter to finish

Within Symposium you now can create Not ready Reason codes and Activity codes which can be used by the agents in the different states:
1. When talking press NRD, ACNT key is flashing, press the key and insert the Activity code.
You can report this under Activity Codes by Agent/ Application

2. When finished talking but before end of break time press NRD, ACNT key is flashing, press the key and insert the Not Ready Reason code.
This is now reported as Post-Call processing time and will show as time in the Agent Performance and in the Not Ready Reason Codes by Agent

3. When idle press NRD, Acnt key is flashing, press the ACNT key and insert Not Ready Reason code.
This is now reported as Not Ready time in the Agent Performance reports and can be reported in the Not Ready Reason Codes by Agent.

I hope I covered all....
Good Luck

 

[yyrkroon]

Product Bulletin
Bulletin Number: P-2004-0345-Global-Rev2
Date: March 30th, 2005
Note: This bulletin replaces all previous versions of P 2004-0345 Global.
Supported modifications on a phone set acquired by
Symposium Call Center Server or Symposium Express Call
Center

This product bulletin documents the administrative modifications that are supported on
Nortel Networks* Symposium Call Center Server (SCCS) or Symposium Express Call
Center (SECC) acquired devices. Testing of basic administrative modifications (moves, adds
& changes) was performed on various set types configured on a Succession 1000M system
(Succession 3.0 or upwards is applicable). 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.

 

[yyrkroon]

There are 4 pages to the bulletin, to much to copy and past for this I would think.

You can download the bulletin from Nortel PIC page. The bulletin number is P-2004-0345-Global-Rev2

 

[mt6322]

I was out yesterday, so I am only acknowledging today the detailed responses you have provided re:my post. Thank you all for your help.

 

[Benighted]

Hi,

We have been trying to set up Not Ready Reson codes in our call center for some time but have not yet been able to do it. We've set up the Not Ready Reason codes in our Symposium server version 4,00 rev 5 which was easy enough.
The problem is to get these to work on our M3905 phonesets. Any1 in here done this before?

 

[sandyml]

You'll need to make sure you have the DCUS prompt in LD 17 set to 1 (defaults to null). Then, in each queue in LD 23, answer the NRAC prompt with Yes. The next prompt,NDFL is where you would put a default not ready code, if you want one. Finally, put an ACNT key on the phone.

Let me know if you run into any problems.