Analog Stations with EASYPHONE 2

[venoman25]

Amigos,

Does anybody knows if there are any restrictions on a solution for Predictive/Power Dialing with ALTITUDE´S EASYPHONE (V5/D5 or V6) and Analog Stations (AVAYA - Definity G3R11)?

Are there any problems with call classification?

Happy New Year!

Thnks,
Venoman_25_br

 

[FoneFun]

I've managed to use analog lines on Easyphone 5 before.
It's not as nice as digital phones, but it does work.
I was using a Dev G3SI release 7 at the time.
The only thing I needed to do was to get the analog set "off hook".
To do this, get the agent to call someone and have the other party hang up. Alternatively, you can do what I did, record an announcement at 16k, that's 1 second of "noise".
Have the agents call that and it will hang up on them, leaving their set off hook.
You need it off hook so you can get your outbound calls in auto-answer mode, otherwise people you call will say "hello" and then they will hear ringing.

I seem to recall that occationally, the set would go out of sync with the software, so they needed to log out and back in.

And one more annoyance with analog sets with agentids set to auto-answer ACD, agents can not hang up on a person with the phone (as there is no release button). They need to do it on software.

As far as call classification, there is no issue as call classification is done on the switch (in predictive mode, not powerdial) before the call gets to the agent so it's not a problem. See my previous post about call classification. It actually refers to Easyphone as a the CTI app.
thread690-519872

Good luck with Easyphone. I like that product a lot BTW.

 

[venoman25]

Amigo,

I didn´t understood the "off hook" part, weren´t the software responsible for controlling the agents´ Logon, READY or NOT READY, logoff?

Thnks,
venoman_25_br

 

[FoneFun]

Yes, the software does this fine on a digital set.
However on an analog set, there is no "off hook" that can be done.

Off hook being when you pick up the hand set, or the equivalent if you are using head sets.

Otherwise, if you don't do this, the first call they get, the agent station will ring. You are doing an outbound call and when the called party says hello, they hear ringing. That would be difficult.

Really this was to overcome a physical limitation of an analog set. On a digital set, the CTI can make it go on hook/off hook. On an analog set, the CTI does this, but physically the phone needs to be left off hook.

If you tried to just pick up the analog set, you'd hear dial tone right? Then eventually you'd hear rapid-busy.
Once you hear rapid busy you need to hang up, because the CTI won't be able to log you in if you are in that state.
CTI can not log you in also if you are just off hook and hearing dial tone.
So you need to set this analog set to be physically "off hook", but switch side, on-hook. And you can achieve this by dialing an announcement and waiting for the announcement to hang up on you, then you don't hang up your analog set.

Sorry if this sounds confusing, but just try it and you'll see what I mean.

 

[venoman25]

Amigos,

To solve the "off hook" integration problem you must set the station type as "K2500" (Definity).
On the Easyphone, you must set the extension as "DIGITAL" (Telephone Gateway/Extension Ranges).

regards,

Venoman25_Brazil

 

[FoneFun]

What exactly does setting an analog station to K2500 fix?
You'd still get the dial tone problem, so you'll need to somehow get it off hook no?

 

[venoman25]

Well,

I tryed many configurations... Unfortunatelly, I really don´t know what is different on it....I don´t have any doc to check... but it worked! The Altitude Uci6.2 could control everything after this change. Without any glitches.

If you find out the reason, please tell me.

Thnks,
Venoman25_Brazil