Observing Agent

[mte0910]

We have an Option 81 and Witness. About every three days one of the 3905's will get "hung" so that when you try and monitor the agent you get busy as if someone else is monitoring the agent.

We know we are having some isssues with running out of conference ports.

Has anyone had this or simular problems? We are thinking that adding more conference ports might help this problem, anyone agree or disagree?

Does anyone know of a way to see WHO is monitoring an agent?

 

[johnpoole]

with a trac on that set.. it could be a conf card issue.. how many stations per conf ports are you running now?

john poole
bellsouth business
columbia,sc

 

[Johnthephoneguy]

If witness is recording then a manager cannot observe the same agent, and vice versa, if the agent is observing then witness will not be able to record that agent.

JohnThePhoneGuy

"If I can't fix it, it's not broke!

 

[mte0910]

We've tried disabling Witness, but still we get a busy trying to monitor the agent. The only way to "free" them is to out the set and rebuild it.

Our thoughts are that we are running out of conference ports and something is trashing to phone/agent when Witness tries to monitor it but can't get a conference port to do so.

We were hoping someone knew how to see who the switch believed was monitoring the agent so that we could tell if it thought it was Witness or a Sup.

 

[yyrkroon]

trace the supervisors phone (all of them if necessary) and see which one has the OBV key active...the only way i know of from the pbx