Hi
Solidus eCare SP5, MX-One. Contact Centre environment approx 90 agents.
The Contact Centre has an IVR service then Service Access Groups with Agents - Dialog 4422 IP
Occasionally the Contact Centre fails. There are no agent messages, just the calls go straight to music on hold.
There are no apparant comms issues or server issues - asking supplier about OAS application issues.
Can anyone advise why the calls would go straight to music on hold and a reboot of server fixes the issue.
Is there something specific I need to get the telephony engineer at work to ask the supplier of Solidus / OAS / MX-One to look for??
Solidus eCare SP5, MX-One. Contact Centre environment approx 90 agents.
The Contact Centre has an IVR service then Service Access Groups with Agents - Dialog 4422 IP
Occasionally the Contact Centre fails. There are no agent messages, just the calls go straight to music on hold.
There are no apparant comms issues or server issues - asking supplier about OAS application issues.
Can anyone advise why the calls would go straight to music on hold and a reboot of server fixes the issue.
Is there something specific I need to get the telephony engineer at work to ask the supplier of Solidus / OAS / MX-One to look for??