OBV feature in ACD environment!

[jheendi]

Hi I am running a call centre using Symposium Call Centre ofcourse from Nortel.
We have OBV key for supervisors to observe their agent, while they are in call for quality assurance.

Recently I have been gettings complaints from Supervisors saying that as soon as they try to observe. Their agents tone dramitically changes and they all go by book.

When asked few agents randomly they suggested that they do hear a quick beep like the one you hear if you have call waiting while in the call but this one is very quick.

Is there any possibility that agent will know as soon as supervisor punch in OBV key and position id of agent?

If yes how to get over this issue, as supervisor definetly don't want agent to know that they are observing them. in other words silent observe.

Your thoughts and suggestions will be highly apprecaited..

Thank you in advance.

Jheendi

 

[captaingadget]

Make sure that observation tone (OBTN) is set to no in LD23 on the Meridian. This is set against the default queue.

 

[jheendi]

Thank you so much Captaingadget, do you have any instructions for OBTN settings please.. what should I enter in LD 23 please help..

Thank you once again in advance.

Jheendi

 

[jheendi]

I got the prt from LD 23 and it says no to obtn.Please help.

TYPE ACD

CUST 0

ACDN 7904

MWC NO

DSAC NO

MAXP 1

SDNB NO

BSCW NO

ISAP NO

AACQ NO

RGAI NO

ACAA NO

FRRT

SRRT

NRRT

FROA NO

CALP POS

ICDD NO

NCFW 7903

FNCF NO

FORC NO

RTQT 0

SPCP NO

OBTN NO

 

[Pir8Radio]

That cant be your ACD TN. you have max position set to 1 that looks like a Night call foward. what is 7903?

 

[Pir8Radio]

Sorry, ACD "DN"

 

[captaingadget]

I tend to agree with Pir8radio, this looks odd. If this is really the default queue then it would not work if the symposium were in fallback. The MAXP defines the maximum number of ACD positions i.e. number of agents that are allowed to join the queue, in this case only 1. You certainly need to increase this. The OBTN is set correctly to NO so I'm short on ideas at the moment on what is causing your original problem - sorry.