Supervisor Problems (SECC 3.0)

[BillDoor]

Hi

I am trying to figure out how the supervisor stuff works in Symposium Express.

I have created a supervisor, assigned agents to report to the supervisor, however the functions like emergency or call supervisor dont seem to work. Also against each agent I have placed a Key number (in the users screen), but nothing seems to happen on the Supervisor's phone, the buttons stay blank.

Do I need to have anything set on the phone(s), if so what are the settings?


Thanks in advance.

 

[sandyml]

To use the emergency or call supervisor functions, the phones themselves have to have those buttons configured.

On the agent phone, program a key as EMR for Emergency, and a key as ASP for the Call Supervisor.

On the supervisor phone, program a key as AMG as Answer Emergency, a key as AAG for the Answer Agent; you might want another as RAG as Ring Agent.

Make sure these phones are deacquired before you add these keys, and do not use easy change. The Symposium Express will link the agent to their respective supervisor, you do not need to do anything directly to the phone for that.

 

[BillDoor]

Thanks for the advice sandyml

I have done as you suggest, and configured the phones with EMR & ASP and AMG, AAG & RAG.

Both phones are M3905 and I used keys 10 & 11 (as these buttons have the emergency and supervisor icons on them).

After loggin on the agent and supervisor, these buttons don't do anything. I have put a call on the system, which the agent answered, but when he tried to use the emergency button nothing happened, same with the call supervisor (or vise versa).

When I tried the Ring Agent button, I had to enter the possition ID manually, this rang the agents phone but when I pressed the supervisor button on the agent's phone, nothing happened, it would not answer.


Am I doing something wrong, or could there be a problem with Sympsosium?

 

[sandyml]

Make sure that you have reacquired the phones and that the supervisor is logged in at the phoneset that you have defined in his/her profile (as identified by position ID).

To use the Ring Agent button, you will need to enter the position ID manually.

When you pressed the Emergency button on the agent's phone, was the supervisor logged in? The button should flash until the supervisor answers, but will stay dark if the supervisor in unavailable.

It sounds, though, like the supervisor assignment didn't "take." Print out the agent's phone TN once they are logged in, and check to see that the correct supervisor's position ID now appears in the programming. If not, try reassigning the agent to another supervisor, then assign back to the original supervisor, and have them log in again.

If still no luck, deacquire the phones again, out and rebuild, then reacquire.

 

[cgilmer]

Program the SPID on the agent phones to the Supervisor Position ID and try it.

 

[BillDoor]

sandyml, I'll try your suggestion on Monday, I haven't had time to try it today, too many other problems.

cgilmer, I tried your suggestion and it worked, but I was under the impression that the Symposium Service was able to handle setting the Supervisor based on the agent that logs on.

If I have to set each phone to a supervisor, it will be a problem, because different agents use the phones at different times and they have different supervisors at different desks.

 

[sandyml]

The Symposium is supposed to add that piece of programming for you automatically. So, to figure out why it didn't.. The process I gave earlier should help with that. It could be just as simple as the supervisor's profile does not have the correct position ID of their phone.

 

[cgilmer]

cgilmer, I tried your suggestion and it worked, but I was under the impression that the Symposium Service was able to handle setting the Supervisor based on the agent that logs on."

Symposium can but the keys you are installing are controlled by the Switch not Symposium. The only thing the Symposium Supervisor (Reporting/Associated) does it assign agents to supervisors so that you can restrict access to their "User" configurations(modify own agents only) to different supervisors. Additionally, its used to filter reports and displays.

"If I have to set each phone to a supervisor, it will be a problem, because different agents use the phones at different times and they have different supervisors at different desks."

I agree its an issue. The only way around it is to have Supervisor Stations that each shift Supervisor sits near. Like putting 4 phones in a room for 3 supervisors. One non-acd phone for every supervisor and one ACD phone in the middle of them all.

Unfortunately, those keys are tied to the switch not symposium. Just like the AWC and DWC keys that don't work well, or at all, with Symposium. They are all part of the old ACD structure which is part of "Default" system now. When Symposium fails this system takes over and its not as flexible.

The first time anyone usually notices is when it fails and all your Symposium Acquired CDN's don't have the correct DFDN. Each CDN should still have the appropriate ACD of the agent group it "should" go to. I know these don't always match up... so you have to identify "default" mode seats.