Setting up an audible/visual strobe alarm in CCV

[qtelcom]

Hi, I have a customer using CCC with an IPO 406V2 3.1.65. All the agents use PC Wallboards that show calls waiting, etc... The problem is the agents don't really look at the PC Wallboard enough to see calls queuing up and the Customer would like to be able to flash a strobe, or ring a bell when a calls queue up beyond a certain threshold.

Doesn't sound that hard, but all I've managed to do is send an alarm message to the PC wallboards which doesn't help them very much. Don't laugh, but right now, the supervisor manually hits a bell when calls start to queue up beyond what is acceptable to them. Anyone have any suggestions?

 

[PlatinumGuy]

What you could do is wire the agents seats to the mains via an alarm switch from the CCC.

Only joking, if you have fixed wallboards you can make them buzz.

Not sure if you can do that with pc wallboard though.

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[qtelcom]

yeah wouldn't that be nice... What kind of fixed wallboard does this? I see the IPO supports spectrum and one other manufacture, is the buzzer built in the wallboard?

I'm having trouble finding docs on what I would need to drive a fixed wallboard. Also, if they were to go with a fixed wallboard, can they run one of the buzzing kind across an IP network. They have a remote agent site with a bunch of IP phone's only connect by ethernet to the main site. Wonder how you drive a fixed wallboard across that?

 

[PlatinumGuy]

The fixed wallboards connect to the back of a pc by a serial cable, not IP.

Avaya do not sell spectralink anymore, you have to go direct to them, you get a card that goes in the pc with serial ports on etc.

Avaya are pushing towards pc wallboards on plasma now i think.

Thinking about it i think you can schedule a message from wallboard server to a pcc wallboard and i think you can get it to buzz, again im not at work today so cannot look it up.

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[PlatinumGuy]

You cannot have a buzzer with a pc wallboard. Hows about this though, and im not saying that this would work in the way you would want it to. Im just shooting in the dark.

In VM Pro you have an action where by you can activate the relay in the back of the control unit, the external output port.

What about if you created some custom q and still q greetings in vm pro and as part of that call flow you could have that action, the relay could make a circuit that is connected to some kind of strobe or something like that?

Can anybody else comment on this please? Am i talking nonsense?

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[PlatinumGuy]

The above bit obviously wouldnt work above a certain threshold, it would only work when the call hit the still queue greeting if that was the callflow that contained the action.

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[qtelcom]

Yeah, I had that thought just today, of using the queue/still queued function. It won't give them the threshold part, but will provide them the visual/audible part when calls are in queue.

I wonder if you can use a post dial action to a t/r extension or something like that from the custom VMPRO queue/still queued start-points without messing with the actual caller in queue.

This reason is, the customer would want to setup multiple groups like this. Sales, Customer Service, etc... One relay on the back of the IP office would only take care of one group.

 

[CarGoSki]

Why not put a group monitor button on each phone? It flashes green and red for group activity and looks purty. Just remember that calls can be retreived from the queue intentionally or unintentionally by pushing the button.

 

[qtelcom]

well if the agents don't bother to look at the PC wallboard right in front of them and the scrolling alarm messsages, a blinking light on their phone isn't going to help either. The customer would really like an audible sound like a buzzer/flashing strobe mounted on the wall or something. Something the agents CAN'T ignore no matter what.

 

[aarenot]

http://tek-tips.com/viewthread.cfm?qid=1274163&page=3

Take a look at this link, you should be able to work into VMPRO an action which can play whatever WAV file you want over a paging output on the ipo based on a call going through a call flow. It can use either analog station, or analog trunk port for interface. If the paging code goes to a paging group, that could include paging over phones, phones and overhead(requires analog station page port, or just overhead.

So for every call flow you can create a paging output, and it can be a different WAV file for each one. It could activate by where the call is in the call flow, and everytime a call passes through that point in the call flow. The more calls passing thru that point the more it will activate the WAV. If you have multiple paging ports configured on the IPO you could even do zone paging.

Now, as most of you know some stereos can take inputs which would play the type of output that comes from an IPO page port, so it might not have to be a full paging system. I have seen portable radios that can do it.