Please help. The Problem I'm experiencing is when the customer listens to calls from Query sometimes they hear either the wrong agent or they will be listening to blank spots or they can hear the IVR recording .
My assumtion to this is that maybe when the inbound caller dials the main number , if the agent is not at his desk, than the IVR will pick up and then transfer to the next available extension. Any help with this is most appreciated.
System Setup is as follows:
1.Nicelog CTI set for Total Recording 9 T1's inbound and 2 T1 outbounds. (total 312 channels)
2.Nice CLS server Version 8.9 sp2,running Win2003 Server.
3.Avaya G3 switch using a MapD card to telephony CVLAN Server running Win2003 server.
4.Using CenterVU Switch driver on CLS server.
5.The extensions for each agent have been added to the Avaya Telephony CVLAN
6. The T1's have been mapped using channel definition in CLS.
7. The agents (approximately 160) have been added in Nice administation.
8. Additional 8.9 SP5 Nice universe Webserver running Win2K server
My assumtion to this is that maybe when the inbound caller dials the main number , if the agent is not at his desk, than the IVR will pick up and then transfer to the next available extension. Any help with this is most appreciated.
System Setup is as follows:
1.Nicelog CTI set for Total Recording 9 T1's inbound and 2 T1 outbounds. (total 312 channels)
2.Nice CLS server Version 8.9 sp2,running Win2003 Server.
3.Avaya G3 switch using a MapD card to telephony CVLAN Server running Win2003 server.
4.Using CenterVU Switch driver on CLS server.
5.The extensions for each agent have been added to the Avaya Telephony CVLAN
6. The T1's have been mapped using channel definition in CLS.
7. The agents (approximately 160) have been added in Nice administation.
8. Additional 8.9 SP5 Nice universe Webserver running Win2K server