Audible notification of Calls on Queue 9

[marcoR]

Hi:
I need to implement an Audible notification of Calls on Queue, or "at least" a Visual one.
I have tried to enable the message light in a supervisor station, but have no success.
When I try to establish the CWNT parameter I obtain the following:

CWNT 5 3
SCH5662

Where "5 3 is the T-N of the supervisor station.
Please, can someone tell me:
1. Is it possible to have an AUDIBLE NOTIFICATION?, what should I do?
2. What the SCH5662 code is (or how can I see the CODE'S RESUME)
2. What is missing to have the "notification light" flash?

thanks in advance for your invaluable help
Marco

 

[GHTROUT]

I think the key you want is a "DWC" key.


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[johnpoole]

to look up a code


>err SCH5662

>

SCH5662
For the Meridian 911 package, the TN for the CWNT must be a
500/2500 telephone.

Severity: Info

we use symposium for acd but i don't know of an aud sig that works on number of calls or time in que.. you can overflow calls to a supervisor.. or innerflow to another group.. you can install msg boards that track calls in que..

opinion:
most of the time when we try to program around bad management we get stuck.. all agents need a display set with oldest calls on the display... when that reaches x seconds a supervisor needs to find out why.. you need more agents or a better supervisor


john poole
bellsouth business
columbia,sc

 

[hhallett]

Like johnpoole, I know of no setting within the M1 that will allow that type of notification on the telephone. There are, however, 3rd party message boards that will display the calls in queue, average wait time, agents on calls, etc. Some do have options that will initiate a sound when a programmed threshold is reached (All that I've seen used is wait time in excess of x minutes but I suspect there are other notification options).

Regards,
Harry
"The legitimate powers of government extend to such acts only as are injurious to others. But it does me no injury for my neighbour to say there are twenty gods, or no god. It neither picks my pocket nor breaks my leg." --Thomas Jefferson

 

[Romar53]

marcoR,
Add a DWC key to phones, when the key is pressed the Calls Waiting status is displayed on the display. Thresholds are set for different states of the lamp. This will at least give a visual.

 

[marcoR]

Thanks to you all:
I have made a program in VisualFox to capture the information of the QUEUE outputted by the M1 to a SERIAL PORT, sent to a Data Base and then DISPLAYED on a screen and also TRIGGER the audible alarm whenever there are calls on queue. Here the problem is that this information can only be obtained every 30 seconds from the M1, so I have to do something different.
The solution for the "DWC" key is very intelligent and the supervisor station has IT but there is no RED FLASING LIGHT, and as the flashing of the LCD can only seen at short distance and the user should be "seeing" the telephone, it makes it somewhat non-effective.
SO... even if my thelephones are 2216, can I have a RED FLASHING LIGHT when there are calls in queue?
Or can I have the ACD INFO in "REAL TIME" or at least more frequently on the SERIAL PORT, so I can process it and make whatever I need?

Thanks in advance for your invaluable help.
Marco

 

[GHTROUT]

What many of the aftermarket readerboards (wall alerts) do is emulate a telephone set and they (really) press the DWC over and over interpret the data in the display - setting off whatever alarm or alert they wish when defined thresholds are met.

You might want to experiment with that. Could be kinda fun too


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[marcoR]

Thanks GHTROUT:
It would be nice to have a readerboard, unfortunately, we have no budget assigned to this project, so I have to do with whatever doesn't cost me "a feet & an arm".
Additionally, the info displayed in the Telephone doesn't contain "NOT-READY AGENTS", that's a very important information for us, so, if the mentioned readerboard emulates it, probably would not (maybe it's a mistake?)

Thanks in advance for your invaluable help.
Marco

 

[marcoR]

How is this "readerboard" device implemented and/or connected to the system? connected to a TTY port, or to an EXTENSION PORT?

Thanks in advance for your invaluable help.
Marco

 

[KZ9Y]

marcoR,

This will not help you one bit, just FYI.

We had a system a year ago that was designed by Telecorp. The Windows 95 PC had a custom 2616 emulator card inside that ran the reader board. The card went out one time and it was $5,000.00 to replace it.

>****

 

[RyanEOD]

I imagine it was a Dialogic card . . .they make cards to emulate the 2616's. While cost of them sure isn't $5,000.00 it IS close to $3,000.00.

 

[KZ9Y]

Interesting RyanEOD. Someone made a few bucks on the repair!

>****

 

[RyanEOD]

$2689.00 with a Google search of it.

They are the Dialogic D82JCT-U . . . Sad part is we keep a stock of them in our office.

 

[marcoR]

Thank to you all, but:
1.The panel is connected as a 2616 or it is conected to a SERIAL PORT?
2. If it is possible to have such a serial port, son, I can connect directrly my pc?
3. I am absolutely confused about this.

Thanks in advance for your invaluable help.
Marco

 

[KZ9Y]

marcoR,

I can't explain how the ACD/Telecorp hardware and software all worked together. We had it for about three years and I'm still absolutely confused as to how it all worked. Some of the data came from a 2616 port in the phone switch and some of the data came from a TTY port in the switch and some of the data came from the 2616 emulator card in the PC through a standard RJ-45 size jack on the card. Quite a convoluted mess that we didn't buy - it was inherited. Thankfully that group has been moved to another agency.

>****

 

[GHTROUT]

The panels is connected to a PC with software to interpret the data and send it to an LED ReaderBoard. The PCs data is from both a 2616 TN and an ACD TTY connected to serial ports. The 2616 TN of course has a phone emulator between it and the PC. The Phone Emulator simply presses the DWC over and over and sends the display to the PC, which in turn converts it to English on the ReaderBoard. The ACD TTY sends average wait times to the PC.


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