Skillset que while idle agents!

[VIKMPI]

VIKMPI (TechnicalUser) Jun 21, 2006
I have recently experienced problems with a subcontractor who a certain times gets a large number of calls when ther eis not enough capacity in the main call center. The main callcenter has digital nortel phones while the subcontractor has nortel 2004 IP phones connected to the meridian pbx 33.21 realese 3 through a SIG server 3.10.81. In the system Symposium 5.0 is used.

The problems are as follows. At random times during the day there is shown on the phones and in real time displays that there is calls in que while there are idle agents on specific skillsets. This only happens at the subcontractor but not in the main call center. At the same time as this is shown it is not possible to call out on the nortel IP phones. When you try you just get this three tones indicating no connection that repeats itselv. After a little while (30 sec to 3/4 minutes) this stops and everything is back to normal.

Have any of you good people here heard of this or something similar and how to solve the problem?

 

[atascoman]

Just a guess, but you might want to check the data connection going from the subcontractor site to your main site to see if there is loss of service. Do you have QoS running to optimize the voice packet traffic. This could also cause problems. The RTD may be showing old data if it is losing its connection back to the main SCCS server. These are just some ideas, I have not had this problem but I know the IP phones and especially SCCS are sensitve to network issues.