I'm having difficulties with a customers Soft Console (3.2.11) working on a 3.2.17 406v2. Its one of the really annoying intermittant faults that seems to never happen when your there and its killing my ear drums as i'm being consistantly nagged about it! HELP!
The Set - Up.
A call comes in on an ISDN channel through a DID and targets a group that the receptionist is at first, souly part of. The call if unanswered and the receptionist is busy will queue for 13 second intervals as CW is off. The group is set to group ring and has no voicemail. When in the initial queue the caller is asked (politely of course!)
to wait and then asked later on in the second queue if they would like to continue to hold or press several options which transfer their call accordingly. If no digits are pressed then the call is routed to an overflow group via the VM Pro which has several members in to deal with excess calls.
Ok, the fault;
From time to time a call will hold in the queue as a block image and not be manually retrievable by pressing any shortcut buttons or by clicking on the queue itself with a mouse. Usually if the call is queueing it will present itself in the top left panel once the operator is free unless of course she hasn't answered within 26 seconds in which case the call will go to its overflow.
The problems this fault is causing is that it not only alarms the customer and raises there concerns over the functionality of the system but unless the operator is staring at the screen they do not know that calls are banking up. Because the call is holding but not ringing the subsequant calls do not ring or raise attention in anyway, neither do they present themselves in the window as they are expecting you to answer the frozen call first. This can last all day at times.
I have changed the power settings for the network card. I have also taken the operator out of the overflow group so that it doesn't overflow to her as well as others. I'm stumped.
Graham
The Set - Up.
A call comes in on an ISDN channel through a DID and targets a group that the receptionist is at first, souly part of. The call if unanswered and the receptionist is busy will queue for 13 second intervals as CW is off. The group is set to group ring and has no voicemail. When in the initial queue the caller is asked (politely of course!)
to wait and then asked later on in the second queue if they would like to continue to hold or press several options which transfer their call accordingly. If no digits are pressed then the call is routed to an overflow group via the VM Pro which has several members in to deal with excess calls.
Ok, the fault;
From time to time a call will hold in the queue as a block image and not be manually retrievable by pressing any shortcut buttons or by clicking on the queue itself with a mouse. Usually if the call is queueing it will present itself in the top left panel once the operator is free unless of course she hasn't answered within 26 seconds in which case the call will go to its overflow.
The problems this fault is causing is that it not only alarms the customer and raises there concerns over the functionality of the system but unless the operator is staring at the screen they do not know that calls are banking up. Because the call is holding but not ringing the subsequant calls do not ring or raise attention in anyway, neither do they present themselves in the window as they are expecting you to answer the frozen call first. This can last all day at times.
I have changed the power settings for the network card. I have also taken the operator out of the overflow group so that it doesn't overflow to her as well as others. I'm stumped.
Graham