CP150 Call Monitoring "Beeps" Need fix!

[vegasnortel]

I have a cleint on MICS 7.1, CP150 w/ Enhanced Call Center. They mostly dial outbound and I have all Agents setup so Supervisor can login and monitor calls. the problme is that when he uses F905 and selects agent to monitor, there is a distinctive "Beep" when he begins and ends monitoring. This is very distracting to the Agents that are consulting thier clients. The CP documentation clearly states that:

"When you monitor calls, you are a Silent Monitor: you are not detected by the agent or callers." per page 5 of the CP150 Call Center Supervisor Guide. Does anyone know why this might be happening? We have exact same setup on a BCM450 and it does not happen on that system with same Call Center functionality. Thanks in advance for any light on this subject!

Rich Cizmas
Voice Plus
rmcizmas@voiceplusnetworks.com
702-325-5805

 

[cook1082]

It could be the release level or the CP.

 

[vegasnortel]

MICS is 7.1XC and CP150 is 3.1 with I beleive latest release. Enabled for 50 Agents, 20 Skillsets, 48 MB's, Advanced Call Center. The beeping clearly contradicts the official Nortel docs in Supervisors manual based on CP150 3.0.

 

[curlycord]

Can you be more specific... Maintenance/SP code of the 7.1 and also the specific release of 3.1 via F983/9.




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curlycord

http://www.curlycord.com

 

[curlycord]

Also is he using F then 905 or a button programmed for F905?

And whne this happens is it truly silent? or more like a barge in?

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curlycord

http://www.curlycord.com

 

[vegasnortel]

He has a button programmed for F905 that is uused. He is using 7.1XC on MICS and 31.10.14.22 on CP150. The feature when invoked is truly silent unless Supervisor elects to "Join", but he never would. Although still silent, all parties....Agent, Spervisor, and Caller hear the distinctive "beep" when enabled and disabled.

P.S. Sorry, I do not have the SP code of 7.1 offhand.

 

[curlycord]

I admit it is a weird one.
I think according to the guide there was/is a setting non-silentet or silent and the non-silent setting gives the conference tone but not sure if maybe a UK version or not.

As fo CP verion suggest to update it to latest perhaps, thinks it s 36.22

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curlycord

http://www.curlycord.com

 

[vegasnortel]

thanks to all who replied...especially telemarv who replied in a direct email. I found that you need to go top Feature settings in the MICS where MOH, set relocation, etc.... is located and turn SM to "Y" to work properly on the CP150. As soon as I did and tested, the beep went away. Kind of wierd that you would need to do that, but it works and again thanks to all!

Rich

 

[pccal]

Thanks for posting your fix!!! Too many of these posts end without the person who started the post ending it with the solution.