PC Wallboard false information "in Queue" 1

[Want2b1]

We installed a call center with 4 agents and pc-wallboards.
Level 2.0 on the IP-Office and CCC4 installed.

The Queue-information gives falls information... It states 1 waiting, while there is none..

We've tested a long time and it seams that , when a callcenteragent is answering the call with lifting the handset (answer/release-button on Avaya INDEX DT5) de Queue is cleared, while answering with a programmed Group button on de DT5 , it takes a while (30 to 60 secs) to clear the Queue-notification on the PC-wallboard...
So to the other agents it seems there is a call in queue while there is none..


Anybody known with this problem ??

kind regards
Rob Clements
IMTECH ICT
The Netherlands

 

[NuggiFirst]

It could be the Delta Server installed! It's a known problem on some early versions.

Try installing the newest version of Delta Server.

 

[Want2b1]

We've installed the to our knowledge the latest
Delta Server 4.0.16.

Is this the latest ?

 

[IPGuru]

The latest Delta server on general release is V4.0.29

There is a V5 on trial which looks verry interesting.
It runs a service & is access through a web browser when required.

 

[Morrack]

It is available on the 2.1 admin CD, look in the CBC folder, then delta server. If you don't have the CD you can download it from avaya.

 

[Want2b1]

thanks alot... I've just downloaded it.. thanx for your help, and let's hope it works !!

CU

 

[SPIPOffice]

did upgrading the delter server work? I have the same problem running 2.1 (27) with 4.0.36 as the delter server.

Any other ideas?

 

[Morrack]

On reviewing this thread, it occurs to me that answering calls by pressing the group button (then presumably the answer softkey?) would cause this issue regardless of firmware/software levels. You've artifically grabbed the call out of queue, so DS likely doesn't receive a notification about it until it does some sort of resync every so often.

Grabbing a call by pressing the group button should only be an emergency measure. Regular procedure should be to login to the group and let the call ring to you.

Peter

 

[Want2b1]

That is the correct answer !!
We've asked the agents not to use the group soft-dss for a week...and no problems so far.

thanx

 

[SPIPOffice]

Thanks, so let me get this right, when an agent log in, do I get them not to press the group button if they want to leave the desk etc? what about DND?

 

[big70]

A Agant have 2 buttons.
In/Out Hungroup and DND
You use one wrap-up an the other for a break and when you
go home you use log/off.

The button Want2b1 refer to is a Diplay Group button.
You no green when there is a Call in the group and Red whene it is in the Que. And when you pusch this button you can get the call but CCC get wrong information.

So don,t get confused smpatel2.

Greets Peter

 

[SPIPOffice]

Sorry let me get this right, we have around 10 groups, 15 agents,we are displaying information on queue for the groups, (around 5 per wallboard) Users do press the group button and or DND when they are way from there desk.

They answer the phone via the answer button on the DT2030.

So is it because users are enabling/disabling themself out of the group that causing the problem?

Thanks

 

[Morrack]

Regardless of how your phones may be labelled (seen all kinds of variations) here are the technical names of the buttons you use in a call centre:

ExtLogin - used to login/out of the entire phone. Controls what CCC reports as logged off or one of the following states. I like to label this "Login"

HuntGroupEnable - used to toggle calls to your phone. Light on means calls arrive and CCC sees you in "Ready" state (assuming DND is off). Light off means no calls arrive from Queue and CCC sees you in "Busy wrap-up". Normally used for after call work - finishing up order entry or whatever after letting the customer go. I like to label this "Ready/NR"

DoNotDisturbEnable - used to toggle calls to your phone. Light on means calls do NOT arrive and CCC sees you in "Busy Not Available" state. Light off means calls WILL arrive at your phone (assuming HuntGroupEnable is lit) and CCC sees you in "Ready" state. Normally used to indicate that you have gone on break. I like to label this "On Break"

Group "Groupname" - used to indicate the status of the queue. Will flash green when a call is ringing an agent phone, but more significantly, will flash red when a caller is waiting in queue. Used to prod the agents to wrap up calls they are nearly finished and try to get to the waiting calls. Although you CAN press this button to get the next call in queue, this is BAD PRACTICE and should only be used in an emergency (MMM iServer crash or something along those lines). I like to label this button "Q-Status"


Hope all that helps!

Peter