Call Presentation to queue

[Jay2003]

Hi,

I have just moved onto a new option 81 and have a problem with the call presentation,

On the old system the headset would beep 5 times then return to queue if the agent did not manually pick up the call, On the new one I only receive a single beep, Then silence then the call returns to queue.

Both call presentation classes are the same on symposium.

Any ideas.

Thanks in advance.

 

[Sennback]

Are you shure this queues are handled by symposium?
When you say that the presentation classes are the same, it doesnt seem so.

Maybe they are just using normal ACD features?
To get more ringcycles, you have to specify CLS FITA on the set.

The function that kicks the call back in queue are the RTQT and RTQO on the ACD QUEUE definition in LD 23.
RTQT = number of ringcycles before something happends..
RTQO = MSB (make set busy) or NRD (Not ready), the set logges out or goes into pause mode, the call is placed back in queue anyway

 

[sandyml]

Sounds like your old system had FITA turned on, or RNGB/RNGI, and your new system is at default. If I understand you, when a call is presented to an agent, the phoneset just buzzes once and then goes silent, only flashing. If the agent missed the buzz and doesn't see the light, they will miss the call. FITA (flexible incoming tones) was the older way to turn the ring on. Newer, easier way is RNGB/RNGI. Look at the programming on one of the phones, under the CLS prompt. You will probably see BUZZ listed -- that's the default, single buzz. If you specify RNGI, an incoming call will ring even though the handset is off hook (which is what you have in a headset environment). RNGB will ring even if phone is not idle (agent is on incalls key, but extension key can still ring). Is one of these options what you are looking for?