Not Ready Not Working

[CraigUK]

Users cannot activate Not Ready. Although they were not on a call Symposium showed them as Busy. They normally unplug the phone and reset it to resolve which sometimes works.
It happens to 1 particular handset up to 4 times a day and the user has to logout to do some clerical work.

Any suggestions?

Craig

 

[Sympology]

Silly question, not a faulty button? Try moving it to another key and see if it solves it. Also try deaquire / aquire the phone in Symposium, fixes lots of things for me

Stu

Only the truly stupid believe they know everything.
Stu.. 2004

 

[CraigUK]

Always worth asking a question. Key is not faulty as we have changed the handset. Have deaquired / aquired the phone in Symposium as well as recreate the tn in the 81c.

Spoke to a supervisor who informed me that when it has happened to people in her team, she has discovered it is because they have pressed the transfer key. She presses goodbye and the handset returns to normal. Sounds too obvious and simple to me though.

Will continue to monitor and have asked users to notify me immediately when it happens.

Thanks

Craig

 

[Sympology]

Lol, trust me 9 times out of ten, when they say they can't..... it's because they haven't / don't

Stu..

Only the truly stupid believe they know everything.
Stu.. 2004

 

[cgilmer]

I would inquire as to how they are using the transfer key in their normal process. I bet if you find out how they are using the key you find out why it can't go into not ready. Someone will use the key improperly while showing it to you and it will make more sense to you.

It sounds like you are getting half the story and either they don't understand enough to provide the right information or they found the problem. Probably instructed them on how to use it so it won't happen again but don't want to admit they did anything wrong.

Finding out more about how they are using the key will eliminate the first one. Unfortunately, if its the second, you will only be validated by the problem not happening again.

If you are going to go the route of trying to fix the phone out and rebuild it completely and move it to a new TN on a different card. Eliminate as many possible failure points as you can with one swipe.

 

[Magpye]

Double check with the users to see how they are doing their 'transfer'.
I had a similar situation with one of the call centres, and they were using 'conf' (conference) to transfer the callers, which kinda worked, but they complained of having to hit the RLS key each time they did it.
Even after being shown the correct method of transferring a call, some still continued to use conf, and then loudly complain 'it's not working', a situation quickly resolved by removing the conf feature..