Agent observe not working on all calls

[red17]

Have a puzzle for you all. The system is a Nortel Option 11C running 25.30 with a Genesys call center application.

A supervisor can observe an agent, using their 2616 phone and their OBV key in the following situations:
- outbound calls from agent DN (Key 1)
- DID calls to agent DN (Key 1)
- transfers from a Genesys controlled ACD Queue to an agent DN (Key 1)
- ACD calls made direct to the Nortel ACD (Key 0)

The supervisor can't hear a call transfered from a Genesys controlled queue to another Genesys controlled queue.

We have a small Q that is setup to be the "Operators" for the inbound 800# at this site. They will answer the calls and then transfer to the other queues based on the caller's need (Billing, returns, etc). If the supervisor is monitoring one of the agents in returns, for instance, they never hear any of the customer calls that get transfered by that first Queue (the operators) but they can hear that agent make outbound calls or get DID calls.

I would think that a call is a call to the DN and for observe but obviously something is up that is blocking the supervisor from hearing any of these transfered calls. Any thoughts on where to begin looking?

 

[acewarlock]

Post a TNB of the Operator.




This is a Signature and not part of the answer, it appears on every reply.

This is an Analogy so don't take it personally as some have.

Why change the engine if all you need is to change the spark plugs.

 

[red17]

Example "Operator" ACD set:

DES ACD
TN 024 0 00 07
TYPE 2616
CDEN 8D
CUST 0
AOM 0
FDN 5180
TGAR 1
LDN NO
NCOS 2
SGRP 0
RNPG 0
SCI 0
SSU 0000
LNRS 16
XLST
CLS CTD FBD WTA LPR MTD FNA HTA ADD HFA
MWA LMPN RMMD SMWD AAD IMD XHD IRA NID OLA VCE DRG1
POD DSX VMD CMSD SLKD CCSD SWD LNA CNDA
CFTD SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD
ICDD CDMD LLCN MCTD CLBD AUTU
GPUD DPUD DNDD CFXD ARHD FITD CNTD CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID BUZZ AHD
DDGA NAMA
DRDD EXR0
USRD ULAD RTDD RBDD RBHD PGND OCBD FLXD FTTC DNDY DNO3 MCBN
CPND_LANG ENG
RCO 0
HUNT 5180
LHK 9
LPK 9
PLEV 02
SPID 3999
AST 00 01
IAPG 1
AACS YES
ACQ AS: AST-DN,AST-POSID
ASID 16
SFNB 1 2 3 4 5 6 11 12 13 18 22
SFRB
USFB 1 2 3 4 5 6 7 9 10 11 12 13 14 15
CALB 0 1 3 4 5 6 8 9 10 11 12
FCTB
ITNA NO
DGRP
PRI 01
MLWU_LANG 0
DNDR 0
KEY 00 ACD 5399 0 3123
AGN
01 SCR 5196 0 MARP
CPND
NAME Lindsay
XPLN 13
DISPLAY_FMT FIRST,LAST
02 ADL 16
03 DWC 5399
04 TRN
05 AO6
06 CFW 4
07
08 NRD
09 MSB
10 ASP
11 ADL 16 1
12 SSU 0000
13 SCC 0215
14 MWK 5180
15

Example of a "Destination" agent:

DES ACD
TN 016 0 00 12
TYPE 2616
CDEN 8D
CUST 0
AOM 0
FDN 5180
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 HFD
MWA LMPN RMMD SMWD AAD IMD XHD IRA NID OLA VCE DRG1
POD DSX VMD CMSD SLKD CCSD SWD LNA CNDA
CFTD SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD
ICDD CDMD LLCN MCTD CLBD AUTU
GPUD DPUD DNDA CFXD ARHD FITD CNTD CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID BUZZ AHD
DDGA NAMA
DRDD EXR0
USRD ULAD RTDD RBDD RBHD PGND OCBD FLXD FTTC DNDY DNO3 MCBN
CPND_LANG ENG
RCO 0
HUNT 5180
LHK 9
LPK 8
PLEV 02
SPID NONE
AST 00 01
IAPG 1
AACS YES
ACQ AS: AST-DN,AST-POSID
ASID 16
SFNB 1 2 3 4 5 6 11 12 13 18 22
SFRB
USFB 1 2 3 4 5 6 7 9 10 11 12 13 14 15
CALB 0 1 3 4 5 6 8 9 10 11 12
FCTB
ITNA NO
DGRP
PRI 01
MLWU_LANG 0
DNDR 0
KEY 00 ACD 5183 0 3200
AGN
01 SCR 5200 0 MARP
CPND
NAME Lisa
XPLN 19
DISPLAY_FMT FIRST,LAST
02 ADL 16 3200
03 DWC 5183
04 TRN
05 AO6
06 CFW 4 5202
07
08 NRD
09 MSB
10 ASP
11 ADL 16
12 SSU 0000
13 SCC 0200
14 MWK 5180
15


Supervisor doing the Observing:
DES ACD
TN 017 0 00 14
TYPE 2616
CDEN 8D
CUST 0
AOM 0
FDN 5180
TGAR 1
LDN NO
NCOS 2
SGRP 0
RNPG 0
SCI 0
SSU 0000
LNRS 16
XLST
CLS CTD FBA WTA LPR MTD FNA HTA TDD HFA
MWA LMPN 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 DPUD DNDA CFXD ARHD FITD CNTD CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID BUZZ AHD
DDGA NAMA
DRDD EXR0
USRD ULAD RTDD RBDD RBHD PGND OCBD FLXD FTTC DNDY DNO3 MCBN
CPND_LANG ENG
RCO 0
HUNT 5180
LHK 1
LPK 1
PLEV 02
AST 00 01
IAPG 1
AACS YES
ACQ AS: AST-DN,AST-POSID
ASID 16
SFNB 1 2 3 4 5 6 11 12 13 18 22
SFRB
USFB 1 2 3 4 5 6 7 9 10 11 12 13 14 15
CALB 0 1 3 4 5 6 8 9 10 11 12
FCTB
ITNA NO
DGRP
PRI 01
MLWU_LANG 0
DNDR 0
KEY 00 ACD 5183 0 3212
SPV
01 SCR 5218 0 MARP
CPND
NAME Carlos
XPLN 15
DISPLAY_FMT FIRST,LAST
02 OBV
03 DWC 5183
04 TRN
05 AO6
06 CFW 4 5512
07
08 NRD
09 MSB
10 ADL 16
11 ADL 16 5180
12 SSU 0000
13 SCC 0218
14 MWK 5180
15

 

[trvlr1]

Can this supervisor monitor the original "operator" agents? This may be some twist where the call is counted against the original agent and so the transfer cannot be monitored by accessing the second agent. I have not done this type of set up so I cannot say if this is valid, just trying to give you a direction that might help! Can you monitor a transferred call from a normal DN call?

 

[red17]

Trvlr1:

Yes, the supervisor is able to monitor the "operator" agents and hears them well on all their calls. We did testing and other transfered calls seem to go through fine. I've asked that they try testing a transfer from a different queue to see if it can be isolated to the "operator" queue. I'm waiting to hear back how that went.

Of course this is a site that is a couple states away so it makes it tougher to troubleshoot because I can't grab a few phones off the switch myself to test!

 

[Johnthephoneguy]

if it is still in the conference loop I dont think you can monitor it. Are you sure the call is being handed off and not staying in conference?

JohnThePhoneGuy

"If I can't fix it, it's not broke!