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We have a Nortel 81C and Symposium 4.2 which works fine. The call center handles inbound and outbound calls. The inbound calls are handled through symposium. The outbound calls are handled through a Concerto (now ASPECT)davox dialer.
All agents are logged in through the dialer in a blended mode for inbound and outbound. When an inbound call comes in the Dialer sends a "hit" screen with the customers information to the agent Symposium gave the call to.The Dialer then forces the call to the agent so the call is answered automatically.
However we have been having intermitten problems where a inbound call will come to an agent without a hit screen striaght to the phone. The call then has to be answered manually by pressing the in-calls key. When this happens the Dialer sees the agent as being idle and delivers another call this time with a hit screen and cuts off the previous caller. Has anyone seen anything like this in their environments?
All agents are logged in through the dialer in a blended mode for inbound and outbound. When an inbound call comes in the Dialer sends a "hit" screen with the customers information to the agent Symposium gave the call to.The Dialer then forces the call to the agent so the call is answered automatically.
However we have been having intermitten problems where a inbound call will come to an agent without a hit screen striaght to the phone. The call then has to be answered manually by pressing the in-calls key. When this happens the Dialer sees the agent as being idle and delivers another call this time with a hit screen and cuts off the previous caller. Has anyone seen anything like this in their environments?
