Companies that support v6 2

[WillPortland]

Our company has decided not to upgrade the Aspect beyond v6. Are there any companies out there that still provide hardware and software support? I've found Specialized Resources but am wondering if there are any others.

 

[McGruff753]

We use to use Norstan until Aspect took over our contract.

Mike

 

[quincyil]

I have worked with Specialized Resources for years and have always had great results. I have used them for support as well as installs, system moves etc. I have sinced moved to a company using Aspect V 8. I would recommend you stick with 6 if it suits your needs. There are too many issues with 8!
My contact over at Specialized is Sammy Testa. You can contact him directly at 972-664-6648

 

[McGruff753]

Quincyil,

Just curious. What types of issues are you having on 8?

Mike

 

[Moebius01]

I'm kind of curious on that too. We have 12 switches at 8.3 and so far none have had any real issues. Nothing that didn't happen on any other version anyway.

Actually, there was one issue dealing with applications over 500 using CCTs that had steps after the success branch in a queue step. I had a CCT that sent a CTIM to the Contact Server once an agent answered a call, but it wouldn't execute if the application was above #500.

 

[McGruff753]

Is there a patch for that? Or did you have to change the Application number to be less than 500?

Mike

 

[McGruff753]

The reason I ask is I am on 8.0 right now and am scheduled to upgrade to 8.3 on the 20th of this month. Thanks.

Mike

 

[Moebius01]

The patch, is one of the CM maintenance releases, I think CM11, but I can't remember for certain. We've been having too many switch reboots lately, so we're holding off on it for a bit. I've just made sure that any CCTs/Apps needing steps after Success of a Queue step are below 500.

 

[JDN1]

I know a firm called Brickworks , in the Netherlands that supports V6.

 

[quincyil]

Some of the issues we are currently working with Aspect on that are known system errors are below. Note: we make many CCT changes each week which may account for why we see errors more frequently than other users.

Remote Winset dropping connection to Winset Servers - We have remote agents connecting over several different types of networks. Aspect cannot find errors in our network and believe that the next release of Remote Winset software may correct some of the issues.

Dr Watson Errors on Local and Remote Winsets where the awinset.ini file gets corrupted

If you load and release while a call is queueing in a CCT with network interque the table may appear to update but the database will not match the released table. May need to L&R table multiple times.

Tables get caught in Loading state. Aspect has to release from their end.

Proceedures do not always run at appropriate times.

Cannot assign more than 100 applications to a team in director

Cannot add multilpe new users in some sites due to an indexing error in software.

Receive VEditor errors when loading and releasing CCT's. Table becomes corrupted (Latest patch has reduced number of errors.)

If anyone is aware of work arounds to some of the above errors I would appreciate the info. Thanks!

 

[Moebius01]

I can't say much for the winset problems as we stopped using those a few years back (still keep around for possible future uses though), but I haven't seen many (if any) instances of the other problems.
Our procedures seem to kick off on time, and haven't seen any trouble with CCTs not loading with NIQ(only have a couple NIQ scenarios, so that may be why). We make CCT changes on a daily or more frequent basis though, and I've not seen any tickets from any of our switches having trouble releasing a CCT.

Are you on 8, or a later build? We're on 8.3 on all of our switches.

 

[MadEst8]

As far as CCT's getting stuck in the Loading state, have you checked your voice ports and trunks? Also, do you know if someone was monitoring at that time? Aspect has told me several times that these things will not affect the loading/releasing of CCT's, however, I have several times found a trunk/voiceport that was 'hung' and would deactivate it. As soon as it was deactivated, the CCT's would finish loading. (Yes, I watched the load process on one PC while deactivating the trunk/voiceport on another.)

Hope this helps some...

 

[Moebius01]

I absolutely agree with the voice ports and trunks theory. We were able to prove time and again that in a hung state, they would prevent a load/release. Monitoring as well. We had some low tech solutions back then where managers would set up a monitor trunk and hook a tape recorder overnight. We'd have to deactivate those trunks to be able to load and release.

 

[leeniep]

Our company has stayed with the V6 Aspect as well and we use Specialized Resources out of Texas. They have been great, offer both maintenance contracts, time & material support and classes. Their number is 888-774-2400.

Leenie P