ACD and MSB Interaction Question

[frazierr]

We have a relatively new Opt 11C with an ACD set up. We use HMS-400 for voicemail and auto attendant, and OTM for most of our maintenance tasks. We (two expreienced IT folk, but pretty new on Meridian) are both learning fast as we fix things the installing vendor left undone or incorrectly implemented.

We have been experiencing some occasional difficulties with ACD operation, and I'm questioning if we are using the queue phones properly.

Way back when the ACD was set up (January 2006) the installer gave us the following instruction and caution.
1) User selects key 0 and logs into the queue with a 4 digit number.
2) Phone starts with NRD set (not ready is on)
3) User presses NRD to toggle it off when ready for calls.
4) When done for the day, press key 3 (MSB) two times to log out.
Caution: make sure that the user logs out fully, or they "may be problems"

I don't know what problems he was hinting about, but want to find out the effect of the MSB on Queue phones.

I've found instances where some queue phones were logged in, then left with MSB activated (so the set is busy, but they still show when you look at the queue status), which is a state that wasn't described to us.

I've also found that some users habitually set the MSB even after they log out, because they don't like to hear their phone ring.

Will either practice have any subtle effect on the proper functioning of the ACD queue ?? If so, is there some other methond of providing a logout button for the ACD that doesn't allow the user to set MSB ?

The individual Queue phones (3904) have the following on the first 6 keys.
0 DN 599 (the queue DN)
1 NRD (not ready)
2 MSB (make set busy)
3 PVR nnn (private line for user, but not on all phones)
4 PVR 2nnn (private line for user, but not on all phones)
5 PVR nnn (some other line)
6 DWC (display Queue)

Thanks
--Rick

 

[johnpoole]

i usually use mcr or scr instead of pvr but it does not make much diff.. the single msb can only make the acd group not go into nights.. the ncfw prompt never happens and if you have a nrrt it never plays.. if an acd group if programed right, a user that forgets to log off will autolog off after one call.. if acd agents do not want to hear the phone ring i would recogmend unemployment.. i can;t help with any switch running otm, almost no tech uses it.. command line is faster and it has been around for 30 years.. otm was another gui interface and when nortel decides to make it work right it will have a new look, new commands and new problems.. spend a year learing it, another getting the bugs out, then replace it with something else..

the only good thing about otm is the overtime i get when i unscramble a switch after it corrupts the database.. but the good thing is unlike microsoft, do a reboot and the switch will not boot, your otm server is now a boat anchor, someone that knows command will have to come in..


that sounds like a rant, it's not.. just something every otm user needs to hear.. on the other hand any of us will do anything we can to help, otm or not..

john poole
bellsouth business
columbia,sc

 

[frazierr]

John:

Thanks for the response. OTM was purchased primarily for the telecom billing interface, and to allow us to see the effect of various changes. When working with the switch, we mostly mostly use the OTM for the system terminal window without having to disconnect the SEB modem and connect a laptop to get into the switch. We're learning the loads as we go, and trying to get management to send us to Nortel (or equivalent) training. Both of us in IT here have been around a while (old school, so to speak) and are used to CLI operation. There are times and places for GUI, but there are a lot of places they just get in the way or cause unnecessary problems.

If I understand your response, a queue phone left logged in but in msb will prevent the ACD from going into night mode.
This may fit right into one of the symptoms we had a while back.

If they are using the MSB to busy their phone after being logged out, will it have any effect on the ACD?

You mentioned auto-logout. How would we implement that?
Be kind, I'm still learning the loads, and can be confused pretty quickly.

BTW, I agree on the unemployment thing, but it's reaalllly difficult to implement, as we have government employees...

Thanks
--Rick

 

[johnpoole]

i can post my acd group that uses that tomorrow and point out the changes that need to be made.. only a couple of prompts and the group can stay active during the change.. same thing here, some are state others are medical staff, i don't get to fire people either..

other then missing the night switch they can stay in msb forever, no harm.. you can out the set and put it back in without the msb, they can't log out.. ever.. really there is no way around it.. i use a time of day control on a menu pointing to the acd, if all agents are msb or logged out 9 to 5 the call routes to a supervisor.. before or after that, they get the we are closed msg

john poole
bellsouth business
columbia,sc