3rd Party CTI with wrong info displayed 1

[caversham4]

Hi
May need some help!!
I have a very busy Taxi company with an IP Office 500 v2 rls 9 with 20 channels of ISDN30 and about 20 1408 phones and a 3rd party CTI licence to use a screen based booking system. Incoming calls come in via a IC Route to a collective HG with queuing on with no announcements.The users have been set with 2 appearance buttons and ringing and idle line preference selected, and reserve last ca unselected.
The issue I am having is that when multiple calls comes into the group, the CLI in the display on the phone changes depending on how many calls are in the queue, but the call that is answered is the longest waiting, this is not always the info in the display of the phone at that time, so the wrong number appears in the booking form. I have tried to change the HG setting to "assign call on agent alert" and this resolves the wrong CLI being displayed but it ignores the longest waiting call and only answers the displayed call at the phone at that time, not the longest waiting and getting reports of not answering... Long post but any help would be appreciated..

Thanks

 

[IPGuru]

1) I woudl recommend enabling Reserve Lasst CA or the Agent could have their hone blocked with another incoming call & be unable to process the call they are on

2) change the group settings from Assign on answer to Assign on alert, this is almost certainly the cause of confusin to your CTI application.

3) I would strongly discoroage the use of collective ringing in this scenario
set the group to longest waiting & the calls will get distributed evenly among the agents

Almost every reason I have ever heard for using Collective ring groups in these scenarious can be easily debunked as invalid.
& as you have seen it plays havock with CTI applctaions & any call center reporting apps.

(App sees call oresented to multile extns, one answeres & it thinks it is a lost call on all the others)




Do things on the cheap & it will cost you dear

 

[intrigrant]

Use the very latest TAPI sofware as the previous versions generates odd data on busy hours.

 

[hairlessupportmonkey]

No the problem is when the information is presented to the group then answered by the agent, the CLI moves a column to the right. the column the number used to be in will be the next call, and is probably the number being presented to the screen popping application.

its not a TAPI problem, the integrator needs to identify whats going on in TAPI an ammend their software accordingly.

I used to do IPO in the taxi industry and looked after about 400 cab companies. You really need to dig your heals in with the integrator and tell them flat, there are no config changes you can make that will fix the issue, its all software. Would it happen to be mercury or autocab?



ACSS - SME
General Geek

 

[hairlessupportmonkey]

Did you get this sorted?

ACSS - SME
General Geek

 

[caversham4]

Hi

I have taken IPGuru's advice and changed some of the config (points 1 and 2) and it seems to have resolved some of the issues, I have left it with the customer to monitor, and thanks to hairlessuppportmonkey for the heads up on the issue with the integrator's software problem, it happens to be a company called Marandy, but will check in with the customer for an update.

Thanks guys

 

[hairlessupportmonkey]

I know Marandy. They also know the IPO. I helped them develop their IVR. I have had many arguments with them in the past about TAPI.

ACSS - SME
General Geek