[VoiceOps] Problems with Broadworks, call center, hoteling, and a Polycom Soundpoint IP 501

nelsonh nelsonh at socket.net
Wed Nov 30 22:50:59 EST 2011



I have a ticket in with our software vendor on this, but
thought I'd post to see if anyone else had encountered this: 

We have a
call center with Polycom SPIP 501 phones that we are trying to repurpose
into a Broadworks call center. We are running Broadworks r17sp4. The
agents who answer calls float from desk to desk between and during
shifts, and the supervisors want to keep statistics by agent, so we are
setting up with call center users as hoteling guests and phones as
hoteling hosts. I've run into four problems compared to a similar
deployment with Polycom 331s, 550s, and 650s: 

* The phone does not
seem to sync its ACD status from the Broadworks server. When the phone
boots, it assumes it is logged out of the queue. If the call center
agent hasn't hoteled into the phone yet, the phone will update its
status when the user hits the login/logout and available/unavailable
button, even though the user the phone is registered as isn't part of
the call center itself and can't log in or out. 

* Once logged in, the
phone shows its status as 'Available', even though Broadworks shows the
status as 'Sign-in'. If the user hits the available/unavailable button,
the phone shows its status as unavailable, but Broadworks shows its
status as available. If you press it again, the phone goes to available
and Broadworks goes to unavailable, and back and forth. Changing the
state in Broadworks directly seems to have no effect on the state the
phone displays, and changing the state on the phone sets the state in
Broadworks opposite to what the phone shows, even if I try to trick it
into synching up by setting the state in Broadworks to the same state
the phone thinks it's in. 

* This is the most confounding: There's a
red lamp at the top of the phone that is used for a few things,
including the ring indicator, the voicemail indicator, and an error
indicator. If a call center agent hotels into the phone as a guest while
logged into the call center and takes a call center call, the light
starts flashing when the incoming call comes in, but doesn't stop
flashing when the agent answers the call, hangs up the call, takes other
calls, or places calls. The only way to get the indicator to go off is
to disassociate the agent with the phone (or reboot the phone). Then,
the light stops blinking.  

This only happens with this specific
combination; if I make the phone user itself a call center agent and
disassociate the hoteling guest, the light only blinks until the call is
answered. If the phone user itself takes a call without a hoteling
guest, it only blinks until the call is answered. If the call center
agent is associated and takes a direct call by extension, the light only
blinks until the call is answered. I also couldn't duplicate this on a
Polycom 550, even using the same Polycom SIP software version (3.1.2 rev
B) (the 550 does have separate line indicators from the voicemail/error
lamp, so that may be why it behaves different). It's only call center
calls to the hoteling guest on a Polycom 501. 

* The display on the
phone doesn't display call statistics when a queue call is ringing in
like it does with the newer phones. This may just be a matter of the 501
not supporting the interface that Broadworks uses to display them, or
the SIP application version not supporting it. I have not tested this
with a 550 using the older SIP application version yet. 

I have some
Broadworks application server logs of the stuck ring indicator, so if
anyone wants to see them, let me know and I'll clean them up and send
them. If anyone has any other suggestions, I would welcome them.


Nelson Hicks

DNS and Web Administrator



dns at socket.net [1]

1-800-SOCKET-3 www.socket.net [2]


[1] mailto:dns at socket.net
[2] http://www.socket.net/
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