mtwest

Ive got an issue where our call centre staff on nortel 3904 phones will
answer a call,
put the person on hold,
and if the person hangs up whilst on hold the staff members phone wont go to "Not ready"
meaning if there is a call in the queue and the staff out of habit just hit the pickup call button to go back to the call on hold, then they will pickup a NEW call... and potentially start chatting about someones details to a new caller... very un-professional.

this is not an issue with our 2008 phones.. the only difference i can see is with the key programming.

the 2008's have MSB(make set busy), and NRD (not ready) on key 1 and 2
the 3904's have these features on keys 3 and 4.

would it be as simple as reprogramming all the 3904 phones to have the keys as per the 2008's ?

also, where in the system does it tell the set what to do in this situation... ie, how do the 2008's know how to get to "Not ready" if a person on hold hangs up.

sorry for my long spiel.... thanks in advance :)

vsmith1026

Hi there I was reading your entry and was quite interested in knowing how you have your 2008 phones programmed to do that? The agent set goes into not ready if the call they had on hold hangs up? I'm interested to know how you did this.

As far as the 3904 sets we don't have them although we do have the 2616's and 2216's but obviously since our 2008 sets aren't doing what yours are then my other sets wouldn't be either.

Can you print me out one of your 2008 tn program so I can see what you may have programmed that I don't please. I just went to test on one my smaller agent groups by calling in and had him put me on hold and then I hung up and he typically was ready for his next call and his phone (2008) didn't go into Not Ready like you mentioned yours are.

Thanks so much I would be very appreciative if you could respond.

vsmith1026

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