TAPI terminating the call .. while still active?

[nLeo]

Howdie all!
I'm experiencing an issue with TAPI (user 4.2.64 and 4.2.62) where a call displayed on an Operator's PC disappears although still on the actual phone. Logs showing the call as 'terminated'.
Any ideas?

Have a nice day!
Leo

 

[IPGuru]

Something wrong with the TAPI app?

Are these group calls, if so is the group set to assign on alert or assign on answer?

Assign on answer can cause funny things as the call showing when the phone starts to ring may change when the agent answers, your TAPI app could be monitoring a cal that was actually answered by another agent & showing when that call has cleared.



Do things on the cheap & it will cost you dear

 

[nLeo]

Yes collective group calls with Assign on Answer
Problem with 'assign on alert' was that the call was not leaving an operator and go to the new becoming available.
Possibly the error is here...
I am testing (with further login) user 4.2.53, 4.2.62, 4.2.64 to see if it happens on all.
Do you think I should have it on 'Agent alert' ? and if yes, how to overcome the present issue to another agent?

Cheers
Leo

 

[IPGuru]

Why are you using collective rig groups?

Problem with 'assign on alert' was that the call was not leaving an operator and go to the new becoming available.

1st question why is the operator not answering the phone when it rings!.

assuming this is a call centre then Collective ringing is inappropriate (& ANY reason your cust can give for insisting on it can rapidly be demonstrated to be invalid).




Do things on the cheap & it will cost you dear

 

[nLeo]

All ops have 3 line appearances, some more and can juggle between calls when necessary.
Hence the collective (call waiting).
What else would you suggest ?

 

[IPGuru]

for an operator group collective call waiting is probably ok

that said the only way I could see a call appearing on 1 phone & not another would be f the group was so busy that all appearance keys are permanently full.in which case you may as well go for longest call waiting & forget the extra appearance keys.

My personal opinion is I find it highly offensive when a receptionist keeps putting me on hold to answer another call, or answers me & immediately says please hold because they are dealing with another call - just leave me ringing until until you can deal with my call fully!



Do things on the cheap & it will cost you dear

 

[nLeo]

I know buddy.. it is frustrating... but in their shoes, you would try and please everyone where possible...

 

[amriddle01]

but in their shoes, you would try and please everyone where possible...

But it doesn't, to give you an analogy (I always use this on silly receptionists that believe this nonsense)....

If you are in a queue at the checkout to buy your groceries and you were next in line, then the operator starts scanning your stuff, then stops and scans the customer behinds shopping and takes their money then sends them on their way, then carries on serving you....would that make you happy? .....No, you have waited the longest you should be finished with first, anything else is nonsense

 

[nLeo]

If you are in a queue in hospital and an life threatening emergency comes along.. the Doctor needs to 'put you on hold'.

Have a nice day
Leo

 

[IPGuru]

IP500 in those circumstances it is acceptable but they are an exception (or should be)

They should probably have there own dedicated high priority group




Do things on the cheap & it will cost you dear

 

[nLeo]

Yep IPGuru,
they have ..

thank you
Leo

 

[amriddle01]

Yep IPGuru,
they have ..

In that case the system prioritses the calls, they still don't need to piss people off manually in this way

 

[nLeo]

Good point

 

[rdoubrava]

Are these call appearance or line appearance button?

 

[nLeo]

Appearance . (Action = Appearance) oh.. there's also 'line Appearance'
Problem of dropping is random...
related you think?
Jees I never noticed that!!!

 

[nLeo]

Anyway I think it's should be 'Call Appaerance'
Just shows appearance on IP 500.
Line Appearance requires an action data from 710 > ? don't know