STRSG3r

I am new to administering our switch (Definity G3r 9.5) and need help with an intermittent problem that is affecting our call center. The call center is reporting that an ACD call that has been answered and is in progress somehow calls another agent as though it were a new call, so when the agent answers, they here the conversation that is in progress. Our call center is setup with hunt group type ead-mia. Thanks for any help that can be provided.

ahays

This is a serious cross-talk issue that SHOULD NOT occur. I recommend that you open a ticket with Avaya.

.al.

__________________
Al Hays, ACE, MCSE, CCNA
Homepage: http://www.jeral.com/
Training: http://www.jeral.com/avaya-learning.html

PBXtech.info

 

STRSG3r

Thanks for replying. I did open an issue with Avaya and have since been contacted but the tech didn't seem to have any idea what might be happening.

ahays

Typical response from a Tier II call taker. The next sentence out of your mouth should have been, "that's not good enough." Avaya has the resources in Tier III and Tier IV to LOCATE the source of these issues and solve them. Raise some hell. Remember, the squeeky wheel gets oiled. Make them escalate the problem to the next level.

regs,

.al.

__________________
Al Hays, ACE, MCSE, CCNA
Homepage: http://www.jeral.com/
Training: http://www.jeral.com/avaya-learning.html

STRSG3r

Are there any tests that I can perform to investigate this problem? Also the Avaya tech said that she was going to consult with her mentor which I would guess is Tier III or IV.

Thanks

ahays

Not that I'm aware of.

Her "mentor" would be another Tier II person who was training her. Call back TODAY and request a status. She's likely not going to have any information. Tell her that this is a serious defect that is adversely affecting your ability to conduc business and you want it escalated to Tier III. If she gives you any grief, ask to speak with her "coach" (that would be manager in the real world).

Cross-Talk is unacceptable in a call center environment. What if this were a banking environment? What's the potential liability for your company if your customers found out that their personal information had the potential of being shared randomly with other callers? Tell the Avaya Tier II individual that you expect this problem to receive the highest degree of visibility and prescedence withing their repair organization until its resolution and you expect that resolution will be found in a timely manner.

.al.

__________________
Al Hays, ACE, MCSE, CCNA
Homepage: http://www.jeral.com/
Training: http://www.jeral.com/avaya-learning.html

PBXtech.info

 

Blah

when we had this occur once, we found out it was our VRUs connecting calls via conferencing.. I am not saying our problem exists for all call centers.. something to think about.

STRSG3r

Can you explain how I might determine if that's what is happening?

Thanks