My helpdesk agents are getting calls from within our office from random users and the agents' phone display shows CPND info from a user in another one of my remote switches in another state.I am running symposium and suspect that it may be causing the problem but I don't know enough about the symp. to trouble shoot.The switch is an 81c recently upgraded to succession 3.0.The ext.'s that show up are not programmed in the switch that the agents' phones are built in.They are from remote sites.Is there somewhere in symposium that records or stores previous callers CPND info to the que and maybe it it is corrupted resulting in the wrong CPND info?Any help would be appreciated.Thanks.
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CPND from symposium
- Thread starter jimeec
- Start date
ErwinStevanus
Technical User
jimeec,
In SCCS, you can modify the phone display of the agent phones. Go to Switch Administrations -> Phone Display , and select any of the phonesets type. (for 26 series and 39 series phone, choose the 1x24 and 1x18 alphanumeric)
My guess is that currently the phone displays CLID Name on the phoneset. However, from SCCS point of view, you can only choose to display or not to display the CLID Name. The information is provided by the PABX.
If you call the extension of the caller, did you see the same name as the one displayed on the agent phone?
In SCCS, you can modify the phone display of the agent phones. Go to Switch Administrations -> Phone Display , and select any of the phonesets type. (for 26 series and 39 series phone, choose the 1x24 and 1x18 alphanumeric)
My guess is that currently the phone displays CLID Name on the phoneset. However, from SCCS point of view, you can only choose to display or not to display the CLID Name. The information is provided by the PABX.
If you call the extension of the caller, did you see the same name as the one displayed on the agent phone?
- Thread starter
- #3
After the agent determined that the phone display was not the correct ext.and name of the actual caller.I had them ask the caller to hang up and call the agent back on the agents private line that is on key 3 and the callers ext. and correct cpnd displays on the agents phone.
ErwinStevanus
Technical User
Have you checked the phone display in the symposium client?
What is the display configuration at the moment?
What is the display configuration at the moment?
- Thread starter
- #5
The display hasen't been changed in symposium since it was installed-I don't know what it is but doesn't 1x24 or 1x18 just define how many characters the display will show?I highly doubt that has anything to do with the wrong ext. and name showing up on the agents' phone.
The phoneset display configuration in SCCS defines what types of information you will display to agents on incoming Symposium calls (it overrides PBX info). Not to say that is the problem, but you should look at what you have configured to display on the In-Calls key to understand what is different.
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