ACD Observe function

[CTarv]

We currently have a Nortel option 61c, and are using Symposium 5.0 as our call center application. I have one 2616 agent phone that has been built that cannot be observed (using the observe key on their phone and the agent's position ID)for whatever reason. I have deleted and rebuilt the phone four times in case there was something in the programming that I missed, but I cannot find the problem. The phone has been built with the same CLS features as every other phone in the call center. Any ideas?

Thanks!

 

[wolfi24]

Post the TN

Wolfi

 

[CTarv]

I've tried it on multiple TNs (thinking it may have something to do with that). It's currently 4 1 9 15.

 

[PERRYPJ]

DOES YOUR AGENT HAVE TO BE LOGGED IN TO OBV

OLD ROLMEN WORKING ON NORTELS

 

[CTarv]

Yes. The agent has been logged in and on either a DID call or a skillset call each time I've tried to observe (from multiple supervisor phones in the same area).

 

[wolfi24]

How you try observe ?
Please post the TN .
Do you use the position ID ?

Wolfi

 

[Telecomlady]

Has to be a supervisor to OBV. I believe the CLS is SPV.

 

[PERRYPJ]

IF YOU CAN OBV OTHER AGENTS FROM THOSE PHONES IT LOOKS LIKE YOU HAVE CORRUPTED SOFTWARE

OLD ROLMEN WORKING ON NORTELS

 

[CTarv1]

If it's corrupted software, why would it only happen to this user? I've deleted and built the phone many times, with many different TNs and different position IDs. The only thing I haven't changed is the name and the DN. I've built a few agent phones after this one, and they can be observed.

 

[GHTROUT]

Don't underestimate - or overestimate coruption. Here is an excerpt from an intenal use coruption guide. I've ommited a very lengthy set of procedures working beyond the overlay access level we have



9 ACD Corruption

9.1 SYMPTOMS OF PROBLEM

One or more of the following symptoms may occur with ACD corruption.

1) When printed in LD20 the ACID information is corrupted.

DN 6000
TYPE ACDN
ACID 7001 TN 004 0 00 00
ACID <----------corruption

ACDN 6000 has corruption, it should look like:

DN 6000
TYPE ACDN
SUPY ACID 7000 TN 004 0 00 01 KEY 04
ACID 7001 TN 004 0 00 00 <-----------------acd agent
ACID 7000 TN 004 0 00 01 <-----------------acd supervisor

2) An SCH0767 error is produced when you try to out the set in LD 11.

REQ: OUT
TYPE: 2616
TN 4 0 0 0

SCH0767 = Supervisor's AGT key must be removed before removing agent.

3) No unit pointers exist when the TNT<TN> command is used.

#TNT 4 0 0 1
UNEQPD SLOOP TN 000401
GP 1586B4 SLP 1586DA 1F9280 CD 158728 1F9266 LN 000000 000000

9.2 HOW TO RESOLVE PROBLEM

The best way to deal with this type corruption is to remove the ACD AGENT,
the associated supervisor ACDN and the ACDN queue in LD 23.

First print all agents and supervisors in the ACD Queue. Then remove all related SCR, MCR DN'S to avoid any DN corruption.


~

http://www.GHTROUT.com/

 

[CTarv]

Thanks to all. I appreciate the information.

 

[CTarv]

Strangely enough, I deleted the phone again and built in on another card ( I had changed TNs, but all on the same card) and the observe function now works. I'm starting to wonder if I have some corruption, or if I just had a glitch in the card (other ACD agents are built on the same card).