Softconsole transfer issue when there is second call..

[rollfig]

Hello everyone,
My receptionist tell me about an issue that she have..when she answer the first call, and start to drag it to the appropriate department, and a second call came in before she finish her transfer, the transfer is done but with the second call and the original call return in green in the up left box..
It's like if the system toogle the calls..
First time i step into this one.
IPO 500V2 7.0(23) with USER 4.2(39)
All PRI line in IPO.
Any hints about this one?
Thanks

 

[NLPeterK]

I'm confused... when she drags and drops she still has the caller on the line right? How does she manage to transfer the second call that comes in? (Which shouldn't be coming in in the first place cuz she's on the phone right?)

On top of that, I'm personally not a fan of drag and drop in SC. One could easily drop the call in the wrong place.

Mouse should hardly ever be used in SC. It's designed for full keyboard operation.

 

[rollfig]

No, she dont have the time to drop the first call...when the second one came in..

 

[NLPeterK]

I say again, 2nd call shouldn't come in to begin with. Check out why that happens first.

 

[tlpeter]

Peter, when a receptionist has more then two CA's then this can happen.
You can grab a connected caller with the mouse and drag it to a BLF.
It will be put on hold while you drag it.
If i understand right then while dragging a second call comes in ans that call is transfered.

This is really a bug.


BAZINGA!

I'm not insane, my mother had me tested!

 

[NLPeterK]

Then they shouldn't drag and drop! SC is not made for that anyways... it's an added bonus, but a bad one if you ask me.

if you use your keyboard this will simply never happen even if a second call rings..

 

[rollfig]

tl peter is right..this is really what happens in my case..

 

[NLPeterK]

Ok, so for argument's sake, let's assume it's a bug.

How to the calls get to your operator? By means of a huntgroup or directly to his/her extension? How is that group configured on call distribution?
How many CA's does the operator have?
Is busy on held ticked for the operator?

 

[intrigrant]

enable teh busy on hold feature for this user

If it ain't dutch it ain't much

 

[rollfig]

she have 6 CA button, calls are getting to her by main HG, HG is set as collective call waiting... i cant ticked the busy on hold for that user cause she get around 1200 calls a day,so she have to put some of these call on hold..
There is a queue for that group but only after 25 sec,the VM is only working on non-business hours so i really think is a bug in the SC..

 

[IPGuru]

i cant ticked the busy on hold for that user cause she get around 1200 calls a day,so she have to put some of these call on hold..

she should be using Park not hold for that scenario
Busy on hold just stops here receiving another call whist she has the current one on hold mid transfer.

Collective Call waiting & multiple appearance keys are Evil (especially with soft console) Use the Queue monitor function she can see how many people are waiting.


A Maintenance contract is essential, not a Luxury.
Do things on the cheap & it will cost you dear

 

[rollfig]

Thanks IPGuru, i already suggest that to my customer,but there is another funny thing...when she drag the call to the right BLF, the caller is not on hold and hear the operator until the transfer is done..

 

[IPGuru]

That to me suggests that the new alert reaching the soft-console is causing the program to clear its drag status, change focus or some other software type issue within soft console itself & needs to be reported to Avaya as a bug
How much effort thy put into tracing it is anybody's guess.

Again turning of call waiting in the group will prevent this call being presented until the current one has been processed so the issue would not occur.

A Maintenance contract is essential, not a Luxury.
Do things on the cheap & it will cost you dear

 

[NLPeterK]

SC shouldn't be used with call waiting. SC is not designed to cope with multiple alerts against the extension.

You handle one call at a time, that's kind of the principle. The call waiting also makes no sense as you can actually see the queued calls in your screen.

 

[rollfig]

If i remove "auto hold" in the sytem tab,could it solve my problem??

 

[NLPeterK]

Nope.

Change group distribution from Collective Call Waiting to sth else. And give him/her a queue view in SC. He/she is looking at the screen anyways, so he/she will see instead of hear the queued callers. He/she can still put the current call on hold and answer the next one.

You'll see it helps.

The problem really is multiple ringing calls on the extension.

 

[tlpeter]

Peter, a bit offtopic.
Do you have experience with the push sdk from Avaya?


BAZINGA!

I'm not insane, my mother had me tested!

 

[rollfig]

I test it in my lab..I`m not on hold while dragging the 1st call but second call doesnt bypass the 1st one...same version of IPO and same User version too...very strange

 

[tlpeter]

What OS do you use?


BAZINGA!

I'm not insane, my mother had me tested!

 

[rollfig]

Windows 7 Pro at both sites.