Symposium Webclient Realtime Display showing incorrect data

[pakya123]

Hello !

We are using Synposium webclient 4.5(SU05).
We have observed that the realtime display in webclient sometimes displays incorrect information.
For example, in one case, an agent was in a not ready state since 25 minutes. The realtime display was showing the agent's Incall Status as "idle" and in the not ready reason code as "meal break", where normally the incall status should have been as "not ready".

Has anybody come across similar problem?

Regards,

Pakya

 

[teekow]

I have been told this is an issue with SU06 and SUS0601 and that Nortel developed a designer patch to fix it. The symptom that I was warned about for new installs is that agents will be shown as idle when they are not idle.

Hope this helps
Rob

 

[ff7121]

teekow, after install SU06 and SUS0601 a have similar problem. Now some agents will be shown as idle when they are not idle and historical reporting "Service Level" factor are grew. Wrere I can download this designer patch? It presen to on Nortel espl patch library ?

 

[teekow]

You need to contact Nortel for any designer patches that are used. They keep track of who has them installed in case there are issues. I don't have it to send to you....even if I did, it is definitely better to go to Nortel for something like this....Or back out the patches unless you were having an issue that was fixed with these patches. Keep in mind that there are issues with screen pops when these patches are backed out. I haven't seen this personally, but this is what other engineers in my group are experiencing.

 

[ff7121]

teekow, thank you for an answer. I will follow your advice - will contact through this question with Nortel. But now I uninstall new patches and return to old.

 

[mikeyb123]

did anyone get a definate fix on this?

We have upgraded to succession 4.5 and now we are getting similar issues

Prior to 4.5 we were on rls 25.40b and didn't have this issue

It's not getting any smarter out there. You have to come to terms with stupidity, and make it work for you.