BCM 3.6 Setup Questions/Phantom DN's 2

[reenigneesrever]

We're a call center that has had our BCM 3.6 installed for several months now as we've been growing and adding sets I've noticed an issue with our setup. We have a DSM32+ right now we have about 16 telephone sets and 16 skillsets. When I look at my config there is no ports available for me to punch in new sets. Everyone is assigned to either a telephone set or a skillset. Is there an easy way to move the skillset to another port. I've heard people talk of Phantom DN's and wonder if this is something i need to do. When we purchased this BCM 200 w/DSM32+ and T1 Trunk we were under the assumption we could have up to 32 Agents and up to 50 skillsets with the Call Center Pro. Hoping someone might be able to shed some light on this. I apologize I'm new to this and every time we have a new issue I have to start at square 1.

Thanks
Jesse

 

[biv343]

Phantom DN's don't exist on the BCM platform as on the Meridian platform, per se. That being said, there are ways to work around the issue.

What it sounds like to me is that your first 16 ports are connected to sets, and the B1 DN's of the second 16 ports are configured as skillset CDN's. The CDN's do not need to be B1 DN's on an installed module, but simply B1 DN's on any available "potential" station module. For example, in your 200, your DSM module may be bus 2, and your PRI may be bus 6 or 7. That being said, the skillset CDN's could be B1 DN's that *could* exist on bus 4 (for example) if there were a module installed.

You can't change the CDN of the skillset without outing and rebuilding it. What you could do is do some funky DN renumbering to move the B1 DN's on the second 16 ports (which it sounds like are the CDN's of the skillsets) to another extension, which would "flip flop" the CDN's to another bus/port, exchanging the DN's.

Alternatively, you could rebuild the skillsets using B1 DN's on another bus, provided that bus is configured as a station module.

You can definitely go up to 32 agents and 50 skillsets in your config. You could also add IP phones once you've hit the 32 digital station limit.

Sorry for the long post - hope this is helpful.

 

[acewarlock]

When you say in your config you only have 16 phones, do you mean Active DN's?


Phones are hardware you have 32 port available

Skillsets are software in the Call Center Pro

 

[reenigneesrever]

thanks biv, I was able to just change the CDN on my skillsets without having to delete them. The only thing it would delete was the vm for each skillset but that wasn't a big deal. I appreciate the input and gave you a star.

Thanks Again