Call monitoring, Silent, Whisper, Barge

[David Waddington]

Hi,

we are having a problem with this.  We can get it to work, but in all cases:

Screen pop was still very slow for the supervisor unless skills matched the agent.  30 secs +.  With skills matched it is 3-4 secs.

A customer cannot be retrieved (by the agent) after being put on hold.  When retrieve is attempted the call remains open, but the agent loses it – the customer and the supervisor remain connected.  What seems wrong with this is that it suggests that these functions cannot be used in a live situation, as using hold is a commonplace event.

Have we missed a simple parameter here?  Anyone else using these live and not dropping customer - agent connection? 

[René]

Hi David,

[quote]Screen pop was still very slow for the supervisor unless skills matched the agent.  30 secs +.  With skills matched it is 3-4 secs.[/quote]
I don't see any relation between mentioned features (call monitoring) and screen-pop. I think you should check your agent desktop application if screen pop-up takes so long.

[quote]A customer cannot be retrieved (by the agent) after being put on hold.  When retrieve is attempted the call remains open, but the agent loses it – the customer and the supervisor remain connected.  What seems wrong with this is that it suggests that these functions cannot be used in a live situation, as using hold is a commonplace event.[/quote]
I think I've already heard about similar issue but not 100 % sure. Can you upload your SIP Server log so I can see what happens to the call?

R.

[David Waddington]

Rene,

I can't seem to post the log in the message body - is there a restriction on size?

Is there some other way to get it to you?

David

[René]

Hi David,

Unfortunately, upload functionality is disabled on this forum. Please upload the logs somewhere and post the link here.

R.

PS. To Admins - guys, are you going to fix upload in near feature?