Nortel Agent Greeting NTVQ09AB, Maintenance And Troubleshooting Manual

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Troubleshooting Agent Greeting Page 53 of 66
Agent Greeting Card Maintenance and Troubleshooting Guide
Greetings not being played
Agent Greeting plays a single agent recorded greeting in MAX/ACD
installations and skillset specific greetings in Symposium installations.
In MAX/ACD the Agent’s Login ID is used to identify the Agent involved in
each specific call. As the Agent Greeting port is conferenced in the Agent’s
Login ID is sent to the Agent Greeting port as a display message. The Agent
Greeting card then picks up this display message and uses it to match a
pre-recorded greeting stored on the card’s hard disk.
In Symposium environment, the top line of the Agent’s display is also
forwarded to the Agent Greeting card. The first word of the Agent’s display
must be the skillset name as entered in the Browser User Interface. Only the
first word is used to match so it must be unique.
If a skillset specific greeting match is not found then the default greeting for
the Agent is played. If there is no default greeting for the agent a brief warning
tone is played.
Here are the known reasons for greetings not being played or default
greetings not being played:
• Default greeting has not being recorded by the Agent.
• Skillset specific greeting has not been recorded by the Agent (default
greeting only is being played).
• Skillset name as entered in the BUI is not the same as that entered in
Symposium
• The agent’s Symposium Phoneset Display Presentation parameter has
not been set wide enough to allow the entire skillset name to be displayed
on the Agent’s set
Debugging Skillset name issues
From the maintenance port (telnet or serial) it is possible to enable debug that
will display the messaging the Agent Greeting card is receiving from the
Meridian switch. To do this, from the command line execute:
-> clientDebugOn