Symposium report to show button pressed?

[lilabell]

Hi all,

I have an agent that is getting calls delivered when he should be in break mode for 30 seconds. The calls are being delivered one after the other with out the break. I verified that he is not pressing the in calls button on his 3905 phone, he said that he is not. I am not able to duplicate this issue when I log on as this agent and put calls through. It is always giving me the 30 second break when I am testing.

This is what I have tried:
replaced the phone
rebuilt the phone
gave him a new position ID

He still says that he is getting the calls during his break.

What I wanted to know is if there is a report that can show that he is getting the calls during his break and if there is a report that shows that he is pressing a button and if so what button so that I can verify he is not pressing in calls at the conclusion of the call?

Thank you for your help,

Lilabell

 

[Milesprower]

The Login/Logout report is the best Nortel has to offer. It will tell you when the agent logs in, logs out and goes into Not Ready.

An agent can get out of the break period by toggling their Not Ready state. That is probably why you are trying to check on the key presses.

On the Agent Performance Report you will get the total break time. Normally this is the product of the number of calls answered by the break period.

As long as he is assigned to a Call Presentation that provides a 30 second break, he should be getting the full 30 seconds unless he is toggling his Not Ready state (hitting the incalls key). Double check his Call Presentation class one more time, and if it is still happening, have your vendor look at it.

 

[x11tech]

AgentPerformance report will tell you the total Break Time the agent enjoyed for a specified reporting period. You could do math:

Number of Calls * expected break time = total break time for the period

If the total break time for the period does not match the reported value for the same period, then he is not getting his full break time.



Secondly, you can try a LD 80 enable call trace on the TN (entc lll s cc uu tttt, gotr)... I forget whether MSB/NRD functionality is tracked in the trace log. I'm pretty sure that the state of the NRD/MSB keys are displayed, so if the ENTC/GOTR doesn't work, I'd recommend scripting a loop (using Procomm or SecureCRT) for a period of a day and capture a one-time call trace of his TN every 15 seconds or so.



It seems like a stupid question: You say that you have verified that he is not pressing the NRD or In-Calls key... does the problem occur when you observe him properly operating his phone?

I've witnessed issues with end-users who only mis-use their sets when they are not being watched. When they are being watched they are very careful and pay attention to what they are doing, so the problem doesn't appear. But when they think they're not being watched, they are sloppy and then complain that the results of their sloppiness is system malfunction.

 

[roadrunr92]

I've seen this problem in the past -- it's a corrupted call-pres class. Set up a new one & provide that to him & test.

And, can he go on NRDY and will he get a call??