Incalls while on NOT READY

[glarkin]

We've just migrated from ACD/MAX to SCCS 4.2 and Web Client 4.0 and some of my agents claim they can now receive calls on their INCALLS keys while on NOT READY. Some also claim that if they're on a DN call that a queue call can come to their phone and disconnect the DN call (we use call forcing). I have not observed this myself, nor can I re-create this in my lab. Is it possible that something is misconfigured in Symposium that could allow this to happen? I didn't think it was possible for a phone on NOT READY to accept calls. Thanks for your insight,

Greg

 

[pdulfo]

If a phone is on NOt Ready then it will NOT receive calls. I have a similar user who is adamant that she logs the phone out and still receives calls.

Do you have GRTD. We find this very useful for monitoring activity.

As for receive calls whilst on a DN call this is definately possible. One of the setings is to put the DN call on hold when an INCall arrives. It can be disabled via the symposium client.

PDS

 

[glarkin]

Thanks for the reply. We don't have GRTD but use the web client to monitor system activity. I've unchecked "Answer call by placing DN call on hold" for the agents' class of service to see if that would stop it. One agent in particular keeps complaining about it and I've gone so far as to deacquire and reacquire her phoneset as well as replace the physical phone but she still says it happens once or twice each day. I know it can't be happening the way she claims but as long as she complains and her supervisor backs her up I have to keep investigating. Thanks again for your help,

Greg

 

[glarkin]

I was out in our call center today and actually witnessed this happen. The individual in question called me over to her phone and sure enough both her NOT READY and INCALLS lights were lit and she had just received a skillset call. On the Agent Display (web client) she was listed as active on a skillset call, not on NOT READY. I've replaced the phoneset and have also outed and rebuilt her phone in the switch.

 

[CredcoTelecom]

As long as you dont use 4.2 with a Compaq 380 blade its ok otherwise re-engineer...