Call Center

[majdi82]

Hi to all...
am majdi,Technical Support Engineer in Baud Telecom. Company-Jordan, i need some help & support in this case:-
I am installed Call Center on BCM400 Rls4 in Medical Services Company in jordan, the caller hear the following message:-"welcome to Alfa Evacuation and medical services, if you know the Extention number please dial it know,for arabic press 1,for emergency press2,for claims press3,....etc, and at any time you can press 0 for assistance".
each digit 2,3...,6 will access he caller to the agent,the problem or the case is when the caller outside from jordan (london,iraq.....) hear the message and try to access to agents,for example press 3 for claims or 0 for assistance,he can't access to agent or reception and again hear the message from beggining, note that all the configuration of the call center ( skillest, CDN)and CCR,all is ok, can you help me in his case???

 

[Deweyhumbolt]

So, a call inside Jordan works fine with all Call Center options. But, an international call from outside Jordan doesn't?

Adversity is Opportunity

 

[Dasheen]

Sounds like the tone of the digits aren't being recognized.

 

[majdi82]

the stranger thing is all the configuration is ok and correct,but the caller can't access the agents inside and from outside jordan.

 

[pccal]

Make sure Touch-Tone Gate is not enabled by mistake.

 

[gberger]

Most of the patches comes from cases opened around the world but specially North America. It could be a touch tone issue like we've seen with GSM phones lately.I'd suggest you open a case at Nortel, they will pull the logs and will develop a limited patch for your country.