Difference in ring time between agent desk phone and Avaya One X Agent

[njd282]

Hi,
We have noticed a difference in ring time between skills where the agents are in the call center using 2420 phones and those skills were the agents are remote using Avaya One X Agent. Difference is about 6 seconds with it appearing that the remote agents take longer to answer their calls.
I've heard that the first ring is not always delivered to the Avaya One X Agents. Has anyone else experienced this? How can I prove this? It effects the service level objectives for one team.
Thanks for your help.
Nancy

 

[Stinney]

What mode are they using for one-X Agent?

- Stinney
"Scire ubi aliquid invenire possis, ea demum maxima pars eruditionis est"

"To know where to find anything is, after all, the greatest part of education"

 

[Stinney]

What mode are they using for one-X Agent?

- Stinney
"Scire ubi aliquid invenire possis, ea demum maxima pars eruditionis est"

"To know where to find anything is, after all, the greatest part of education"

 

[njd282]

I'm not sure what you mean by mode. They are connected via VPN to the network and take their calls either through their laptop or cellphone or homephone. Is this what you mean. Their headset is connected via a USB port

 

[Stinney]

Modes are:

My Computer (which is VoIP taking calls through PC using USB Headset)
Desk Phone (which controls the actual phone on their office desk)
Other Phone (which sends the call to their home phone, cell phone or whatever phone they program)

If they are having the call delivered to a home phone or cell phone, there is going to be more of a delay getting the call to them as the phone system has to dial out to the phone on the PSTN, the home or cell phone has to ring and they have to answer it.

- Stinney
"Scire ubi aliquid invenire possis, ea demum maxima pars eruditionis est"

"To know where to find anything is, after all, the greatest part of education"