Not Ready Codes

[Revolution1200]

Hi,

Can someone tell me if this is the correct way to use the not ready codes

1. Agent presses not ready
2. ACNT should be flashing to enter not ready code
3. Enter code and press ACNT key again
4. Symposium should register the code.

the problem we are still having is that the ACNT key does not always flash which means symposium only registers the default code.

Can anyone shed any light on this - i have been trying to solve this for a while now.

We have a meridian option 11 version 25 and symposium 4.0 with the latest patches just installed.

thanks

Stuart

 

[sandyml]

You are missing a step.

1. Agent presses not ready
2. ACNT should be flashing to enter not ready code

3. Agent presses ACNT key.

4. Enter code and press ACNT key again
5. Symposium should register the code.

Perhaps this was just omitted in your list (pressing ACNT both before and after entering code).

 

[Revolution1200]

Hi Sandyml, thanks for the reply

Yes sorry - i missed that step from the list but that is what the agents are doing.

As i say some of the time the system will flash the ACNT key and other times it will not.

As far as i can see everything is set correctly - ACD NRAC set to yes on all the ACD queues and so on.

I have been chasing this for a while now.

Stuart.

 

[sandyml]

Check the patches on your PBX itself; there have been issues in the past with the PBX not always sending the status messaging correctly to SCCS. You didn't mention which version of Release 25 it was, but there were quite a few patches addressing that.

 

[mark11966]

Is your agent's line open when they push not ready? We've experienced what you are describing when the agent uses the not ready button to release the call (perhaps to prevent a call from presenting). For some reason using the Not Ready button to release the call prevents the Not Ready code from being captured.

Not sure if that helps or not.

 

[Revolution1200]

Hi Sandy,

I have the following for the ISSP prompt

Version 2111
Release 25
Issue 25+
PSWV Version: PSWV 33

IN-SERVICE PATCHES : 30

PAT PRS PATCH REF NAME DATE
00 SERVICE ISS4:1 OF 1 SERVPACK_MAND 29/6/5
01 SERVICE ISS4:1 OF 2 SERVPACK_CORE_A 29/6/5
02 SERVICE ISS4:2 OF 2 SERVPACK_CORE_B 29/6/5
03 SERVICE ISS4:1 OF 2 SERVPACK_SCCS_A 29/6/5
04 SERVICE ISS4:2 OF 2 SERVPACK_SCCS_B 29/6/5
05 SERVICE ISS4:1 OF 1 SERVPACK_EURO 29/6/5
06 SERVICE ISS4:1 OF 1 SERVPACK_DPNSS 29/6/5
07 SERVICE ISS4:1 OF 1 SERVPACK_MCDN 29/6/5
08 SERVICE ISS4:1 OF 1 SERVPACK_BRAVO 29/6/5
09 SERVICE ISS4:1 OF 2 SERVPACK_ORIONA 29/6/5
10 SERVICE ISS4:2 OF 2 SERVPACK_ORIONB 29/6/5
11 SERVICE ISS4:1 OF 1 SERVPACK_CDR 29/6/5
12 SERVICE ISS4:1 OF 1 SERVPACK_PLDN 29/6/5
13 SERVICE ISS4:1 OF 1 SERVPACK_ACD 29/6/5
14 SERVICE ISS4:1 OF 1 SERVPACK_MMAIL 29/6/5
15 SERVICE ISS4:1 OF 1 SERVPACK_MFC 29/6/5
16 SERVICE ISS4:1 OF 2 SERVPACK_OTM_A 29/6/5
17 SERVICE ISS4:2 OF 2 SERVPACK_OTM_B 29/6/5
18 BV83655 ISS4:1 OF 2 CALL CENTRE 29/6/5
19 BV83655 ISS4:2 OF 2 CALL CENTRE 29/6/5
20 MP07247 ISS4:1 OF 1 CALL CENTRE 29/6/5
21 MP12358 ISS4:1 OF 1 SYMPOSIUM 29/6/5
22 MP12271 ISS4:1 OF 1 CALL CENTRE 29/6/5
23 MP19029 ISS4:1 OF 2 SYMPOSIUM 29/6/5
24 MP19029 ISS4:2 OF 2 SYMPOSIUM 29/6/5
25 MP19238 ISS4:1 OF 1 SCCS 29/6/5
26 MP18419 ISS4:1 OF 1 CORE 29/6/5
27 MP16876 ISS4:1 OF 3 SYMPOSIUM 29/6/5
28 MP16876 ISS4:2 OF 3 SYMPOSIUM 29/6/5
29 MP16876 ISS4:3 OF 3 SYMPOSIUM 29/6/5

Do you think this could be a patch issue?

Thanks for you help in this.

Stuart

 

[Revolution1200]

Mark,

I have tested this on a phone where there are no calls and it is doing the same thing.

Stuart

 

[ryEngineer]

OK

first in ACD parameters u need to alow the ACNT
u have two prompts
NRAC set to YES
and NDFL set to 000

and then go to SCCS ACNT table
make sure about the code

on set make sure u r logged in
press NRD, the ACNT will flash
press it push DTMF the ACNT code and then ACNT




Regards,
Rami Yacov

 

[Revolution1200]

Hi,

Thanks for the reply Rami,

Just an update, our supplier have installed a patch on the meridian regarding this problem, but still no go, everything is setup as per everyones recomendations but still the Activity key does not always flash when going into not ready, our supplier are now looking to uninstall some of the symposium patches on the meridian.

Stuart