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