Replacing 2250 consoles with 3905 phones & ACD

[teletech2]

We are replacing our 2250 consoles with 3905 phones setup on ACD & using skills based routing via AACC6.0. This works fine as far as the skillsets and phones go. However, due to the amount of calls and the information the operators need access to, we will also be using a PC Console set up from Amtelco.

We purchased Add on connector modules and CTIA devices from our Avaya rep and Amtelco provided the TAPI version we need (yes, I know this is old school, but at the moment it is our only option). I can get the phone to talk to the pc if I call the ACDN or the private extension on the phone. The problem comes in when I call a CDN and the call presents to the phone. It looks fine on the phone, but will not populate the Amtelco screen with the necesary info, so does not trigger the option to answer the call on the pc. Once the call is answered on the phone, it does communicate with the pc, but still does not pass the CDN info.

I am trying to determine if the phone is not sending the info or if the PC Console vendor is just not picking it up. Currently trying to set upa hypertermianl session to see exactly what is happening between the phone and the pc. Unfortunately, I can see that they are communicating, but cannot get the output into a format that is legible. If anyone out there is familiar with this, I would welcome any/all suggestions.

 

[johnpoole]

you should be able to monitor that stream.. i have installed the same setup.. do not know of a case where the problem could be on the switch side... the switch sends a fixed stream.. no one can change that.. secondary vendor has to adjust to that stream or not enter the race...

is the cdn acquired?

john poole
bellsouth business
columbia,sc

 

[teletech2]

Yes, the CDN is acquired. I am set up as an agent in the skillset and am logged into the phone. If I call the cdn the call is presented to my phone and I can see the cdn info on the display, but the AMTELCO system does not recognize it. They say the phone is not sending it, so I need to prove that it is. The only way I know to do this is to capture the call info in Hyperterminal to show them exactly what the phone is doing. I can see that hyperterminal is collecting the call information, but cannot get it into a legible format.