Teleset does not ring, only flashes LED on incoming call

[UwN0049]

Hello everybody!

I'm new in this forum and I hope not having overlooked a similiar thread already posted!

We have upgraded our two ASPECT 400 R from Ver. 6 to Ver. 8.3 (skipping Ver. 7) about a year ago and have flushed out several bugs since then. Some similar to ours have I seen posted in this forum, wish I had found it before!

One yet nagging problem first seemed simple to deal with:
Sometimes an incoming call was only signalled by flashing the LED on the TELESET, but gives no ringing tone!
So our field technicans replaced the seemingly faulty T. with another (sometimes new, sometimes a reworked one).
This helped not always! Also strange that, connected to another line the "faulty" T. rang!
So we had the lines (LAN) checked out - which led only to the conclusion that the specific line should be ok.
It was (and still is) also tried to log processes related to the instrument on the ACD, while it is in that "faulty" state.
Until now service lines have found no clue to this effect!

Some agents have also encountered, that the ringing tone becomes fainter while ringing. Setting it louder helps on occasion, but becomes too loud afterwards. It is then set down again, functions for sometime until the trouble begins again!

We are now afraid, that being in service about 5 to 6 years (the call center was set up 1997 - 98) the TELESETS might have become internally (electronics?) faulty and will have to be replaced by new ones!??

Has anybody else had / have a similiar production problem, maybe already flushed out?

Thanks in advance!

 

[Moebius01]

We have a few centers in use for close to 9 and 10 years, and I must admit I've never seen this one. It sounds like you haven't been able to isolate it to a particular instrument, or port on a dtic. But just in case, when you've had a station that stopped ringing, you mentioned moving it elsewhere sometimes resolved it. What about the opposite, if you move a known good teleset to the port that wasn't ringing properly?

As far as I know, the signal from the dtic is the same regardless of Class of Service or the like, but it's worth a check if you haven't already.

 

[McGruff753]

Do you have a service contract with Aspect? If so, the phones should be covered and any suspected bad ones can be returned and replaced.

I take it this is happening to more than one teleset? By chance, are all of the affected telesets on the same TIC?

Mike

 

[UwN0049]

Thank You very much for response!
But awfully we have the effect across all (d)TICs. Also were several new Telesets set up, which not necessarily helped - sometimes the effect came back, so we related it to the port.
But incidentally: today two telesets showed the problem mentioned. This was immediately reported to the service line standing by. Logs could be saved and we are now looking forward to the conclusion from the analysis.

Regards,

Uwe Nierstenhoefer
company sitemap:

http://www.railion.com

 

[CmdrGravy]

This is probably superflous advice but have you absloutley ruled out your users messing around with the volume on their telsets.

Almost all the problems reported to me regarding telsets not ringing out turn out to be caused by the users turning the volume down accidentally and then not being able to turn it back up again, luckily I am in the same office as half my users and can go and physically see what they are doing - when I speak to the ones complaining about this kind of thing on other sites they all immediatley rule out themselves having ever touched the volume. It then later turns out this is exactly what they have done !

 

[UwN0049]

Hello,

sorry I didn't answer all too quickly: having our last problem not yet solved, we now have some CTI-trouble!
Anyway, we sorted the "problem" "user" out: telesets involved were completely silent, whereas turning down the volume still results in a faint ringing tone. I think this one can easily be overheard in a louder working environment but seems not to be the problem.
We're still looking forward to results!

Have a nice weekend,

Uwe Nierstenhoefer
company sitemap:

http://www.railion.com