CP's Basic Call Center - Supervisor functions

[JoePhoneGuy]

Having fun configuring my first CallPilot-based voicemail, CCR, and call center. Got the CP on the network, piece of cake. Created mailboxes, setup CCR trees, blah blah blah, so far so good. Setup call center today and gave it a test drive and ran into my first snag. Silent Monitoring and Supervisor Help isn't working.

(Inactive Feature) Do I need key codes for these, or are they included with 'Basic Call Center'? If they are included, what could I be missing, or doing wrong?

TIA,
- JoePhoneGuy

 

[aragon]

Try a feature 9*1
This will give you a list of all registered CP feature codes.
The codes change by software version.
You must give your agent supervisor features by checking off the administrator box. Next the supervisor must login like any other agent (post 3.0). then you use f905 to monitor.
If none of the codes have registered correctly then try this:
Power down the CallPilot and leave powered down
Feature **XFTEST
Password 266344
feature codes will appear and you will see option to "test".
Test each code and when they appear as inactive then "remove"
When ALL codes have been removed then power up the CallPilot.
After boot check your feature codes using feature 9*1

 

[JoePhoneGuy]

D'oh! Great suggestion! Should've tried this last week. I'll try this today or tomorrow, and reply back.

Thanks!

 

[JoePhoneGuy]

OK...tried the above suggestion. Cleared out all the Feature Codes and rebooted the CP. Still no Supervisor functions.

The CP is a Rel 1. Does my equipment provider need to give me keycodes to enable these functions, or do we need to upgrade the CP?

TIA,
JoePhoneGuy

 

[joe8762]

Hey JoePhoneGuy,
Depending on the software version - the incoming call may need to be a hunt group call. With the MICS 7.0 and CP100 or 150 rel 3.0 it works great without being a hunt group call.

 

[JoePhoneGuy]

I think the issue is running deeper than just putting the calls into a hunt group. F905 isn't even a registered feature with doing a "Feature **XFTEST". I'm still thinking I need key codes, or a complete CP s/w upgrade. Fortunately, I'm only the programmer on this job. In other words, it's not my responsbilty that these feature codes aren't working. I'm just trying to find the solution because I'm such a nice guy.

It's ultimately the equipment vendor's issue. He's supposed to have the answer/resolution first thing Tuesday morning. We'll see...

 

[aragon]

Well CP150 does come with the Call Center feature however it is not installed by default. The CP150 ships with an auth code which combined with the system ID of the CP150 platform is used to generate a keycode. This keycode is then entered into the CallPilot 150. Have you attempted to configure a skillset?
Are any of the Call Center feature codes active?
Is your CP a 1.5.32.01?
If Call Center is enabled then a software upgrade is probably in order. Luckily upgrading the software to 3.0 is not chargeable. Your labour to upgrade to 3.0 is chargeable.

 

[JoePhoneGuy]

Yes, 'Call Center' and 'Call Center Reports' is enabled. I have configured two skillsets. I can login/logout as a regular agent, or Supervisor. All is fine & dandy except for these two Supervisor features.

I don't know if it's a "1.5.32.01"? What if it is?

If I do need to upgrade to 3.0, do I need an upgrade tool?

Thanks for all your time. It's very appreciated.

 

[aragon]

There is a 3.0 bootloader you can make them easily but you need access to Nortel's download site.
You might have to call a vendor.

 

[JoePhoneGuy]

All the new software is coming Thursday morning. Let the adventure continue!