I'm hoping that I'm not the first to experience this change and that there is an easy solution.
Pre MX-One the operator speech path would work in such a way that during the progress of the call should the status change the speech path would change, say on a recall to the operator the speech path would be with the incoming caller who was being extended to an extension (<), then if the extension answered whilst the caller was being given advice by the operator, the OWS (or Symbolic) would then link all parties (<)-(>) so that there would be a three way conversation (conference) with intrusion tone, the call would then be extended by the operator in the usual way to connect the calling/called party and withdraw from the call.
Since the upgrade to MX-One the speech path works in a slightly different way, using the same example of a recall to the operator for advice, the caller may be being given advice by the operator (<) and without warning the speech path will change (>), (with no operator intervention), when the extension answers, the only indication given is that the called field on the right will change colour indicating the speech path is now with the right, this leaves the caller wondering if they have been disconnected and the operator giving the answering extension the advice causing confusion, the operator has then to join the called party and the calling party together manually using the left and right arrows together to perform the three way conversation and then extend the call.
The scenario also happens with outgoing external calls and extension to extension calls.
When the upgrade was installed there was another similar anomally which was corrected by an ASPAC. Where the speech path was changed as soon as you keyed out the extension and the extension started ringing immediately, without having to extend the call or press the arrow key to ring the extension. There are no PELPI commands in the system, the feature isn't used.
I would be really grateful if anyone has any suggestions on how to resolve this issue. I know that there is another SP on the horizon but have no idea if this would alter the situation.
Sorry if this is long winded, but I don't know how else to explain.
Thank you.
Pre MX-One the operator speech path would work in such a way that during the progress of the call should the status change the speech path would change, say on a recall to the operator the speech path would be with the incoming caller who was being extended to an extension (<), then if the extension answered whilst the caller was being given advice by the operator, the OWS (or Symbolic) would then link all parties (<)-(>) so that there would be a three way conversation (conference) with intrusion tone, the call would then be extended by the operator in the usual way to connect the calling/called party and withdraw from the call.
Since the upgrade to MX-One the speech path works in a slightly different way, using the same example of a recall to the operator for advice, the caller may be being given advice by the operator (<) and without warning the speech path will change (>), (with no operator intervention), when the extension answers, the only indication given is that the called field on the right will change colour indicating the speech path is now with the right, this leaves the caller wondering if they have been disconnected and the operator giving the answering extension the advice causing confusion, the operator has then to join the called party and the calling party together manually using the left and right arrows together to perform the three way conversation and then extend the call.
The scenario also happens with outgoing external calls and extension to extension calls.
When the upgrade was installed there was another similar anomally which was corrected by an ASPAC. Where the speech path was changed as soon as you keyed out the extension and the extension started ringing immediately, without having to extend the call or press the arrow key to ring the extension. There are no PELPI commands in the system, the feature isn't used.
I would be really grateful if anyone has any suggestions on how to resolve this issue. I know that there is another SP on the horizon but have no idea if this would alter the situation.
Sorry if this is long winded, but I don't know how else to explain.
Thank you.