Crossed lines

[DAVIDPAYNE]

I have a dual S8700 CM2.1, with 3 G650. We have the Witness Call recording solution, CMS.
In the past week I have started to hear complaints from my Agents that they are getting crossed calls with other agents. We upgraded from a G3si a year ago and I have not had this problem before last week, out at least not ones that where reported.

Anyone else have this problem and know a good fix?

 

[SF0751]

Whenever I've experienced this problem in the past, it's been traced to a problem with our LEC presenting two calls on the same trunk member. Give your agents a TRK-ID button, and instruct them to press this button whenever they are experincing cross-talk. The TRK-ID button will show them the trunk and trunk member information that the call is on; call this information into your LEC. Make sure that the rep reports the problem to you and that you report it to your carrier ASAP so the problem can be identified. (My users would wait until the next day to notify me of a problem; by then, there have been hundreds of new calls on that same trunk member). An exact time of the problem's occurance will help as well - "sometime this morning" won't help.

Susan
"Opportunity is missed by most people because it is dressed in overalls, and looks like work."
- Thomas A. Edison

 

[DAVIDPAYNE]

I had not thought about the TRK-ID button, will give that a try. But I have asked to be notified ASAP of any type of call related problems, but they can’t seam to get it through there head that I need to have as much information as they can get me about the call to track down a problem. All the information I get is we had a crossed call, or dropped call, etc. Thanks.

 

[SF0751]

It took our call center about 6 weeks to understand that I needed their information quickly. I had meetings with the supervisors and told them that I was aware of their problems, but if I didn't get the information from their reps within one hour of the problem occuring, there was nothing I could do about it. Aren't users wonderful!

Susan
"Opportunity is missed by most people because it is dressed in overalls, and looks like work."
- Thomas A. Edison