IP Office One-X portal reason codes problem

[gimo]

We have installed One-X portal to our client and all of the features is working fine except for the reason codes. When the agents sets their status to Busy Not Available they could not select the drop down of the reason code in One-X portal. All of the Agents are using IP Office Softphones.

My One-X portal version is 7.0(16) and IP Office release 7_0_23.

Thanks

Gimo

 

[tlpeter]

The reason codes are only used in CCR for in the reports, nothing else.


BAZINGA!

I'm not insane, my mother had me tested!

 

[gimo]

Hi Peter

Yes the reason codes is use in CCR reporting but the Agents need to select or set the reason code in the One-X portal. The agents could not set the reason code in their softphone. The only way that they could set the reason code is to use the One-X portal.

Thanks

Gimo

 

[tlpeter]

I understand what you mean.
I did not try yet but is that option there in 1XP or are you looking for it?


BAZINGA!

I'm not insane, my mother had me tested!

 

[hairlessupportmonkey]

If you set DND in One-X I think you still need to use the handset to select the reason.

ACSS - SME
General Geek

 

[tlpeter]

That is what i thought too but you cannot do that with a softphone.
But a softphone is supported now with CCR.


BAZINGA!

I'm not insane, my mother had me tested!

 

[sizbut]

You can do it with one-X Portal for IP Office - assuming of course that you have setup some Reason Codes in the IP Office configuration.

 

[gimo]

Based on the user manual of the One-X portal the user can select their reason codes. I already set the reason codes in the IP Office configurations. I have tested the setting the reason codes in a hard phones and it work fine. For the softphones the reason code is supported but only the Busy not available status.

As ATAC advised is to use One-X portal for setting the reason codes if the Agents is using softphones. Last night I re-install the One-X portal but same problem occur. But before re-installing we make sure that no firewall can block the installation process. We are using Windows 2003 R2 for the One-X portal.

 

[telecomtekperson]

Why would you reinstall anything if ATAC already told you that reason codes are not supported with softphones?

 

[gimo]

Reason codes is not supported in the softphones but as alternative we can use the One-X portal together with the softphones. Because in One-X portal the Agents can set their desired reason code. While in the softphones we can only set the Agent Busy not Available status when setting their softphone in DND status.