Clock sync on individual phones with 3300

[surferx0]

I am having an issue with clocks on individual Navigator phones being sometimes a few minutes off of the phone system time on a 3300. The 3300 time syncs just great through Ops Manager, but getting that time from the 3300 to the phones seems to be an issue.

These phones are for call center agents, who are hourly employees that basically live and die by their phones. Prairiefyre's Workforce Scheduling is used here, so time and attendance is basically handled by the phone system (tracking login/logoff times and make busy times for lunches/breaks) and closely monitored by the floor managers through Contact Center Management reporting, so the time on the phone is critical.

I understand that the phones themselves run off an internal clock and then will sync with the phone system every so often. It seems however, that the internal clock on the phones is basically horrible, and it can be minutes off just within a few hours after syncing to the phone system.

I wanted to know if there is any way to shorten the interval for how often the physical phones sync their time to the phone system. I'm also not aware of how the time is synced, whether it's a push or a pull to/from the phone system. Any help or insight anyone could provide would be appreciated.

 

[Supernova99]

Not seen this one before
But if you are using Opsman then you could set the time sync interval to hourly.
Make sure that the Opsman server is synched to a NTP server either on your local network or an external NTP server.

Share what you know - Learn what you don't

 

[tomcotton]

If you lift and re-seat the handset does it correct itself??

 

[surferx0]

Thank you for your replies. No it does not correct itself if I take the phone off the hook. As far as the Ops Man time sync, it is currently set to hourly, does it sync with the individual phones at the same time as syncing with the time server? Also could there be a limit to how many phones will be time synced at any given time? We have 2 3300's which service around 200 phones each.

 

[tomcotton]

My understanding is that Ops Man syncs with the 3300s, and the phones show the current time on the 3300s. This might be different with newer phones.

Will 2 phones on the same controller display different times??

 

[Supernova99]

Yes ops syncs to the 3300 controller and all phones use this time.
So you should not have different times displayed on different phones. Also there should be no difference whether you have 1 or 1000 phones they should all get their clock updates via the Mitai messaging.

You could of course have a dodgy clock module you don't say if you are using an MXe but I will assume you are.
The module is easy to change but you will need to power the system down before replacing it.

Share what you know - Learn what you don't

 

[surferx0]

Yes, two phones on the same 3300 can have different time variances. They seem to randomly sync up to the 3300 at some points, and be within a second of the 3300's clock, however just within an hour they can already start going off by a full minute. Usually the individual phone time becomes slower compared to the 3300's time (which remains accurate.

Another interesting thing I noticed today is that the variance between multiple phones can be exactly the same. Like right now, I checked the time on my personal phone and asked a few people on another floor of the office to check their variance and we all reported to be exactly 1 minute and 21 seconds slow compared to the phone system time. However there were other phones that had different variances as well, so it wasn't consistent with all phones.

 

[BrianWarner]

Do the phones have the latest firmware?

 

[surferx0]

I've power cycled them to make sure they've downloaded any updated firmware from the 3300 and are running main/boot load version 02.05.00.04 and L2 Boot Load version 02.00.01.07.

 

[EPearson]

Just to let you know 5320,5330,5340's display time does not keep in time with 3300 at all....5312 and 5324's do fine

 

[Supernova99]

What software are you running?
The latest firmware for the Navigator is 2.5.0.5 (MCD 4.2)

We do not have any outstanding issues with clock latency so perhaps it would be wise to call Mitel and raise a trouble ticket.

Share what you know - Learn what you don't