Remote Agent Observe

[bryanata]

Does anybody have this card installed on their system? We have about a 10 second delay from when a caller answers a call and when the card starts to observe the agent even though we are monitoring the agents position id via the remote observe card. Any help would be great.

 

[PCDsun]

I have the RAO card in my system. We rae having the same problem that you are having.

I am looking at the timers to make sure that everything is in sync. Because it uses the real time display to find the agent, skillset, paosition, etc., the timing may be off.

We have an issue because we only give our agents 1 second between calls. So the agent and system is faster than the realtime display is.

 

[bryanata]

I have a ticket open with Nortel, however I am doubting if they know what they are doing. Etas wants me to install 3 patches on my SCCS and update my client peps as well as update my web server to SU_06 before they will go any further. I asked him what the web server and my client patch had to do with the RAO card...He then calls me back leaves me a message and wants me to run a test on my card in his message he says he has no idea how to run the test.

SIGH!!!!!

 

[yyrkroon]

The problem is with the RSM on the SCCS. Change the RSM time to .5 Second anything higher isn't fast enough.

We ran into this problem when the card first came out. It a known problem; also when making changes to the RSM properites, make sure the changes take...another known problem

Hopes this helps

 

[bryanata]

Currently my multicast rate is set to 500ms for both moving window and interval to date. According to the RAO installation guide my SCCS should be set to 500ms. What are your multicast rates set to?

Thanks

 

[yyrkroon]

That's the problem, the RSM properties will say 500ms, but the actual result is actually different. There's a utility that you can run to test the result. When I get a chance later today, I'll post the utility name.

pf

 

[yyrkroon]

on the RAO card, login and from the CLI run the following command

displayAllPackets

This should display your last 5 RSM updates. If the RSM properties is properly set, the timestamp should be .5 second between updates and not 5 seconds.

 

[bryanata]

I ran the command displayAllPackets and I have a 5 second delay. What do I need to do next?

Thanks a lot for all of your help.

 

[yyrkroon]

what Nortel told us was to keep entering 500ms in the rsm screen and check against the packet displayed until we got the correct value.

Not what I call fix but after several attempts, the display was correct.

it only took 3 cards and several weeks before it was resolved.

 

[bryanata]

oh and get this my date stamp is correct but my time stamp is off by 6 hours on the card.

 

[bryanata]

ok i reset the adp_service and restarted it and now I hear the beginning of a agents conversation. Now what the F&@% is wrong with the time stamp that is suppose to come from the pbx......

Thanks for all of your help.

 

[yyrkroon]

make sure you get the latest firmware on the card if you haven't already


RAO, gotta love that POS card ....NOT