Changes to ACD sets 1

[tonyrico]

Hi all:

We have a small Symposium 5.0 call center and we now need to move the responsibility of supervisor(Spv) to another employee. Because it will involve a new DN on the Spv phoneset and a few other changes (following the caution lights) I will "out" the set and rebuild it as recommended.

My question has to do with the agents. When I "out" the supervisors set, that SPID also dies until I rebuild the new supervisor's set (with the same ID). How will the agent's phonesets react for that period of time when the supervisor doesn't exist? Is there a risk of corruption? Should I just disable them and make the changes to the supervisors set, or do I have to "out" and rebuild the entire lot?

thanks,
tony

 

[brewerdude]

It's been my experience that Symposium takes care of the SPID entry when the phoneset is acquired. We have been outing agents and supervisors for quite some time now with no issues. When we rebuild the agent set, we leave the SPID entry blank.

 

[cgilmer]

I would suggest making the new Supervisor phone first and acquire that phone. Then un-acquire and change the SPID on each agent phone to the new supervisor as you rebuild them and re-acquire.

Once you move all the agents to the new supervisor you can out the old supervisor phone.

 

[tonyrico]

Mr. cgilmer,
The SPID will not change. It is only going to appear on a different TN. Someone else is taking over the group. So for a short period of time there will exist no supervisor at all with the SPID that is programmed on this group of agent's TNs. That is my concern.
What is the purpose of SPIDs in the Symposium world anyway? I noticed that not all of my agents have SPIDs, some have "none". To my knowledge it has not caused us any difficulty.

Does this read like the correct prodcedure?
1: deacquire the existing Supervisor and all associated agent's TNs
2: out the existing Supervisor's TN (and rebuild her as a regular non ACD phone)
3: build a new Supervisor TN for a different person using the original SPID
4: acquire the new Supervisor
5: acquire the existing agents

Thanks for your reply

 

[cgilmer]

SPID's are required for the Agent Keys, Supervisor keys, Emergency Keys. and the like.

Why don't you just change the extension on the Supervisor phone and move it. Then build a new phone with the old extension for the supervisor who is moving out of the position.

That way you can just leave the supervisor phone out there until whoever takes over and not have to bother with it. I've never had any issue changing the features of an existing key on a supervisor phone like altering the DN on a key already programmed for SCR. I always de-acquire and re-acquire but unless i'm physically changing the functionality of a certain key or feature I don't out it.

I think the whole "out and rebuild" the phone started, way before symposium, when folks would change key zero to a different ACD or alter the position ID. There were also issues when people would use the copy or move command instead of building a new phone. Basically there were so many variable issues that instead of identifying them they just said "out and rebuild" it to cover all issues.

If you want to follow the letter of the law do it the way I mentioned before so that there is never a "loss" of a supervisor SPID for the agents. Sure you don't "have" to change the SPID but if you do it that way it eliminates all the heartache of wondering whats going to happen "if".

Somestimes doing it the long/safe way saves you the time of figuring out the quick/easy way. Kind of like looking for a parking spot at the Mall. If you parked in the back and walked you'd probably get in faster than looking for a closer spot.

 

[cgilmer]

Does this read like the correct prodcedure?
1: deacquire the existing Supervisor and all associated agent's TNs
2: out the existing Supervisor's TN (and rebuild her as a regular non ACD phone)
3: build a new Supervisor TN for a different person using the original SPID
4: acquire the new Supervisor
5: acquire the existing agents

Like I said the easiest way is to just give the existing phone a new DN and build a new phone for the old Supervisor.

I would do a bit different if you are trying to do it by the letter of Nortel. I would:

1) de-acquire the supervisor phone
2) remove any agent keys on the supervisors phone
3) de-acquire each agent phone and remove the SPID and any emergency or supervisor keys from the agents phone when you rebuild them
4) out and rebuild the supervisor phone
5) add the supervisor and emergency keys back to the newly built agents along with the SPID
6) put any agent keys they want back onto the supervisor phone
7) re-acquire eveything