sundance-communications.com/forum Forums TDM Business Telephone Systems Inter-Tel Telephones & Systems System time issue

I use a STAR for all incoming coming calls. Our office opens at 7am. At that time, callers are routed to a CRA. There is a CRA for when we are closed. It has no dates, days or times associated to it. It is located at position 20 in the STAR. So if no prior conditions match, we are closed.

Over the last couple of months, we've noticed some calls reaching the office open CRA before 7am. By up to 2.5 minutes before 7am. Reporter Pro shows the times. The STAR routes them directly to the Morning CRA. The times in DB Programming, CPS and VPU all match. The times on CPS and VPU are managed by a network clock. Somewhere, the time has to be off. Does anyone have any ideas?

Instead of using position 20, you should use the default application at the bottom of the table to route calls if no matches are found.

Are the calls actually ringing prior to 7 am being displayed on the phones, or are you going by the time on the reports? How about the clock on the CCS server itself?

Position 20 is at the bottom of the table.

Calls are actually ringing into the queue, and being answered by agents, prior to 7 am. The CCS server has the same time as the other systems.

Below position 20 is the Default Application. I would start by removing the application from position 20 and entering it into the Default Application field.

Have you checked the time on your call center server. It might be wrong. I have seen the time on the ccs be wrong and it mess up the reports. Even though all that information is being transferred via OAI from the PBX. 2.5 min is not a lot of time difference. Now if you were getting calls routed there 5 or 6 hours before you were open then that would or could be different but I would check the time on the CCS. Oh and you do need to do what DND ON said it will make it function better.

Yes. The time on the CCS server is managed by the same service providing the time for the other devices. That's what makes it so infuriating. I answered this in a post after DND ON's last entry. Although I don't see it here.

The only other thing that comes to mind is to check that the CPS isn't set to use real time clock. By default, it should be using the PC clock. The real time clock won't be updated by the network source, and could cause minor conflicts.

I've checked that too. The mystery continues.

Tofer,

Do you have any docs on how to use the CCS CallViewer OCX component? The component came FREE with our CCS server but Mitel wants us to join MSA to get the documentation ($3000). NOT!

Thanks,

Mike
Mitel Dealer in CA

Sorry. I have nothing on OCX.