Hi,
I've just bought a BCM400 (ooooh) and it is poorly (aaaaah) in as much as it doesn't do what the programming for groups says it should.
The system is setup to ring an agent's phone for 4 rings.
Problem: the customer hears 4 rings but the agent hears 3 rings. Where is my 4th ring - the callback delay timer is set to 3, is this overriding the other parameter?
The call distribute timer won't work below 12 seconds and is tempremental below 15. With 2-3 agents in the system it rings on distribution for approx 24 seconds. So what gives with the extra 9 seconds (cpu time ?)
Nortel released a patch to us for this which was applied by my phone man and although this seems to stop the system looping back from the 1st dist timer to the welcome greeting it still doesn't correct the dist timer's inability to count.
Can anyone confirm the following concerns:
1. The dist timer is actually related to the number of rings per group instead of time and should be a simple value rather than a time presentation.
2. The dist timer has a minimum setting at which it works but the Nortel software allows the user to lower it below safe tolerances so that it conflicts with the main setup values.
3. The BCM400 is a pile of donkey droppings and I've been hoodwinked.
Mine blew it's ISDN30 trunk card straight out of the box and then 4 days later fried its primary 32port card on it's first day in production service. After 9 days of trying to configure it cleanly (using a well known telecomms service company) Nortel agreed that there was a bugfix.
What else don't I know about this product and should I send it back as unfit for purpose?
Try this sequence with 3 agents
Greeting 1, forced, no transfer
Dist=00:12
Greeting 2, normal, no transfer
Dist=00:12
Greeting 3, normal, no transfer
Mailbox xxx
We set the overflow at 55 seconds but it isn't necessary for this test.
Run it with 2 agents logged in but ignoring the phone.
Run it again with 2 free agents ignoring the phone but set the dist to 00:15. Any difference?
Run it again with dist =00:15 but with 3 agents logged in but ignoring the phone. What do you make the time delay between greetings 1 and 2?
OK, so we shouldn't be ignoring the phone in a call centre environment but it happens and what is worse is that the system apparently can't handle it.
I've just bought a BCM400 (ooooh) and it is poorly (aaaaah) in as much as it doesn't do what the programming for groups says it should.
The system is setup to ring an agent's phone for 4 rings.
Problem: the customer hears 4 rings but the agent hears 3 rings. Where is my 4th ring - the callback delay timer is set to 3, is this overriding the other parameter?
The call distribute timer won't work below 12 seconds and is tempremental below 15. With 2-3 agents in the system it rings on distribution for approx 24 seconds. So what gives with the extra 9 seconds (cpu time ?)
Nortel released a patch to us for this which was applied by my phone man and although this seems to stop the system looping back from the 1st dist timer to the welcome greeting it still doesn't correct the dist timer's inability to count.
Can anyone confirm the following concerns:
1. The dist timer is actually related to the number of rings per group instead of time and should be a simple value rather than a time presentation.
2. The dist timer has a minimum setting at which it works but the Nortel software allows the user to lower it below safe tolerances so that it conflicts with the main setup values.
3. The BCM400 is a pile of donkey droppings and I've been hoodwinked.
Mine blew it's ISDN30 trunk card straight out of the box and then 4 days later fried its primary 32port card on it's first day in production service. After 9 days of trying to configure it cleanly (using a well known telecomms service company) Nortel agreed that there was a bugfix.
What else don't I know about this product and should I send it back as unfit for purpose?
Try this sequence with 3 agents
Greeting 1, forced, no transfer
Dist=00:12
Greeting 2, normal, no transfer
Dist=00:12
Greeting 3, normal, no transfer
Mailbox xxx
We set the overflow at 55 seconds but it isn't necessary for this test.
Run it with 2 agents logged in but ignoring the phone.
Run it again with 2 free agents ignoring the phone but set the dist to 00:15. Any difference?
Run it again with dist =00:15 but with 3 agents logged in but ignoring the phone. What do you make the time delay between greetings 1 and 2?
OK, so we shouldn't be ignoring the phone in a call centre environment but it happens and what is worse is that the system apparently can't handle it.
