Nortel Symosium/Softphone limitations

[AJM]

Hello,

Is anyone using a softphone with the SCCS link? Have you experienced any issues with limitations on call transfers, internal calls, etc. while using the softphone? How have you advised the call center agents to use the softphone or do they use a combination of hardphone and softphone due to the limitations?

[DF]

Yes, we had limitations.

The supervisor / agent communication key could not be used.

While transfering calls, the reports does not recongized the transfer. It was reported as 1 call received, one internal call performed, the first call abandoned and a new second call for the agent who received the transference.

This was one of the reasons we could not put Interaction Router on production, and stepped back to SCCS.

[Magnus]

Sounds to me that your reporting problem was caused by switch or TServer changing callid/connectionid. Extremely important (as always) to have all relevant patches in switch/link and latest TServer release. Otherwise you're asking for trouble...

Good luck !