Table of Contents
Advertisement
Troubleshooting
Problem
You are using a linear hunt pattern, and the agent
who should take most calls is not in.
Callers are not hearing the delay announcement
while waiting in line for an available agent.
You have had a power failure, and agents and/or
overflow receivers are not receiving calls.
An agent complains that a call in progress has been
disconnected.
A telephone rings constantly when the number of
calls waiting in the queue is equal to or greater than
the number allowed.
Callers Waiting Too Long
Callers are complaining. You inspect Calls-in Queue
Alarm button (MLX display phones only) and decide
that there are too many calls waiting in line for an
available agent.
Callers are complaining, and your Calls-in-Queue
Alarm button or alert is not informing you.
You have a QCC overflow receiver, and:
Overflow calls do not seem to be going to the QCC
overflow receiver, even though the QCC operator
is not busy.
You have a calling group overflow receiver, and:
Overflow calls are not being answered by the
overflow calling group, even though at least one
member is available.
Too many callers are waiting, and you've tried all the
ways to fix the problem.
Suggestion
See your system manager about changing the
extension designated to receive calls first. (This
is the first extension that was designated as a
calling group member.)
To check the device, see Delay
Announcement, p. 6. If it is not functioning,
see your system manager. If it is working, your
system manager may need to check the
programming.
See Auto Login & Auto Logout, p. 6, and
then notify your system manager.
If the agent has a programmed Available/
Unavailable button, he or she may have
pressed it during the call. For details about
this feature, see Signing In & Out, p. 12.
A telephone may have been incorrectly
programmed as an external alert intended to
warn you when too many calls are waiting
in the queue. See your system manager to
correct this.
If possible, use Available/Unavailable (see
Changing Agent Status, p. 12) to make
another agent available or have the system
manager decrease one of the overflow threshold
number or time so calls can be handled by the
overflow receiver.
The system manager needs to decrease the
Calls-In-Queue Alarm threshold.
An operator may have activated the Position
Busy button, which cancels overflow coverage
by any QCC.
Your overflow receivers may be logged out.
If a call rings to an overflow calling group
member and goes unanswered for 30 seconds,
and if the system is set to Auto Logout, then
the calling group member has to log back in
before taking calls. See Auto Login & Auto
Logout, p. 6, and then notify your system
manager.
You need either more agents or fewer lines into the
group. If callers are getting a busy signal, you may
need more lines into the group.
4
Advertisement
Table of Contents
