monitor calling group 310

[cvrbob]

I know the password, but how do u monitor the calls coming in to the CG, customer is complainig at times call just ring no ans., when reps are logged in, trying to make sure call are coming to Legend, or with vendor not reaching switch, circuit is PRI, which is renumber to DID,with a delay annoucement for calls in Que.most of the times it works right, trying to pin point trouble

 

[telecomtekperson]

Pull a print of the calling group. Are the rest of the did's working?

Try renumbering a phone to the calling group extension, and make incoming calls. Are the calls just going to voicemail?

 

[cvrbob]

as a station already did that ,trying to trace what happens when it hits the system , as stated it works most of the time, just can't stay all day its happend once when i was testing , 3 people were signed in, & not busy, i need to prove that the call is not reaching the system, it just started doing it after 1 year in service and no changes

 

[Pepperz]

Are headsets being used in the calling group?

Pepperzgm at gmail dotte comm

 

[cvrbob]

yes ,they all have the new wireless platronics

 

[Pepperz]

Make sure the headsets are actually being "hung-up" using a "hang-up" button. If the system "thinks" the station is not "hung-up" it will not recognize it as available.

Pepperzgm at gmail dotte comm

 

[cvrbob]

they are told to hang up & status button to handset to log out,but it seem calls are not being pick up by the delayed annc, , i can call the sta, it answer every time, but cannot find why it is not ans from CG at times , calls will overflow to recp., members are auto logout, if 1 member is in ,and on call , delay annc. @ times will not pick up but will overflow to recp