NEC DTERM - Series E & I Phones Locking

[cmick66]

Hi Everyone,

Each week at least 5 agents seems to lock up their phones and go into Call Recovery Mode. They're using either D-Term Series E or I 16 button sets.

Is there a way to prevent this?

The bugger is I'm unable to utilize the Tally Key and have had to reset the ACD during off hours to bring the phojes back on-line.

Would someone be able to identify a cause and prevention to this?

Thanks in advance,
-cmick66

 

[keypad]

Call Recovery
Step 1
An incoming ACD call rings at an agent’s position. The agent is either unavailable to answer the call or chooses to not answer the call.

Step 2
When the Call Recover timer expires, the call is removed from the agent’s position. The agent’s position is placed in a Penalty Work mode and the display shows CALL RECOVERED until a key is pressed.

What happens if you press the work button while th ephone says Call Recovery?

 

[cmick66]

Hi Keypad,

My apology for the delay.

Anyway, when I press the work mode during Call Recovery the phone responds as Work Pending or Work ?. Very strange.

Would you happen to have any other suggestions by chance?

Thank you,
-cmick66

 

[pave35]

What ACD and PBX is this??

 

[cmick66]

Hi Pave35,

The PBX is the Univerge NEAX 2000 IPS.

Any help/suggestions would be gratly appreciated!

Thank you,
-cmick66

 

[soleman52]

Have you checked the call recover timer? and make sure you have it set to go from work to ready You could also try another type of set I've been away from nec acd for a few years but I hope this helps

 

[cmick66]

Hi soleman 52,

Thanks very much for the suggestion.

So, under Split Data -> ACD Call, my Recover Time is 10.

Should I adjust that and/or check the Auto-Work After Call Box?

Or, am I way off entirely on changing the setting?

Thanks again!

-cmick66

 

[pave35]

What you need is more user training.
The ACD is doing what is should d0. If the agent gets up and walks away from their desk, and a call is delivered to the station it will ring for 10 seconds and then go back into queue with high priority for the next available agent. If you disable this the call will follow the agents call forwarding and end up in the agents VM mailbox.
I would leave the feature alone and teach the agents to go into Work or Break mode when they walk away from their desks.

 

[cmick66]

Hi pave35,

Thanks very much for the suggested practice.

I'll convey this to the Team Manager and hope it is understood by the agents.

Thanks again for your help,
-cmick66