Call Centre Alarm

Hi all,

I've been struggling with something for awhile and was wondering if anyone has information that can help me out. Here's the situation:

Back when we were using Meridian Max for call centre processing we had an alarm that would go off if there was a call waiting in queue. This was hardwired to an ACD phone that looks at that queue and, if the DISP QUEUE button on the phone was lit (meaning that there was a call waiting to be answered) the alarm would go off. Since Symposium, however, the DISP QUEUE button no longer works as it used to. The key doesn't light and therefore the alarm doesn't go off.

We managed a work-around where if there are no available agents in the queue it dumps out of a Symposium managed CDN and into a vanilla ACD queue in the switch. This vanilla queue lights the DISP QUEUE button and the alarm goes off. Here's the catch: since it has dumped out of a Symposium managed CDN you can no longer report on that call. It appears as "terminated" in the reports.

Does anyone have any ideas on how I can get an audible alarm working with Symposium so I can still perform accurate reporting on the queue?

Thanks for any info! Michael

Reply to
Michael Andrews
Loading thread data ...

I'm pretty sure I can help, but I need more information.

What exactly do you mean by "the DISP QUEUE button no longer works as it used to" ?

When the button was working, was it solid or flashing?

Can you copy & paste the TNB of the phoneset you're trying to use?

Reply to
jockgeek

Hi JG,

DISP QUEUE (KEY xx DWC xxxx) used to blink if a call was waiting in queue. It does nothing now when the call routes through Symposium. Here's the TNB of the phone that is connected to the Algo Auxbox alarm:

REQ: stat 4 0 1 3 IDLE REQ: REQ: prt TYPE: tn TYPE TNB

MARP NOT ACTIVATED

TN 4 0 1 3 DATE PAGE DES

DES S007 TN 004 0 01 03 TYPE 2616 CDEN 8D CTYP XDLC CUST 0 AOM 0 FDN 7500 TGAR 8 LDN NO NCOS 4 SGRP 0 RNPG 0 SCI 0 SSU 0000 LNRS 16 XLST SCPW CLS UNR FBD WTA LPR MTD FNA HTA ADD HFA MWA LMPN RMMD SMWD AAD IMD XHD IRA NID OLA VCE DRG1 POD DSX VMD CMSD SLKD CCSD SWD LNA CNDA CFTD SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD ICDD CDMD LLCN MCTD CLBD AUTU GPUD DPUD DNDD CFXD ARHD CNTD CLTD ASCD CPFA CPTA ABDD CFHD FICD NAID BUZZ AGRD MOAD AHD DDGA NAMA DRDD EXR0 USMD USRD ULAD RTDD RBDD RBHD PGND OCBD FLXD FTTC DNDY DNO3 MCBN

CPND_LANG ENG RCO 0 HUNT 7500 LHK 2 LPK 8 PLEV 02 SPID NONE AST IAPG 0 AACS YES ACQ AS: TN ASID 16 SFNB 2 5 6 9 10 11 12 13 15 16 17 18 19 SFRB 1 2 15 USFB 1 3 4 5 6 7 9 10 12 13 14 15 CALB 1 3 4 5 6 8 9 10 11 12 FCTB ITNA NO DGRP PRI 01 MLWU_LANG 0 DNDR 0 KEY 00 ACD 3357 0 2777 AGN 01 SCR 7777 0 MARP CPND NAME SSG Login XPLN 9 DISPLAY_FMT FIRST,LAST 02 SCR 5777 D CPND NAME SSG Login XPLN 9 DISPLAY_FMT FIRST,LAST 03 TRN 04 AO6 05 CFW 4 06 MWK 7500 07 08 NRD 09 MSB 10 SCC 0777 11 DSP 12 SSU 0000 13 14 DWC 3357 15 DATE 24 OCT 2005

NACT

Thanks for looking at it, Mike

Reply to
Michael Andrews

Cabling-Design.com Forums website is not affiliated with any of the manufacturers or service providers discussed here. All logos and trade names are the property of their respective owners.