Contact Centers, CRM Customer Engagement

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  • 1.  One-X Agent 2.5.12 issues

    Posted 04-24-2019 12:26 PM
    Hey all, I am not seeing much discussion about issues on the One-X Agent latest version 2.5.12 that was released in Aug 18.  

    I am starting to see a few issues and wondering if it is an issue with the OS (WIN10) or the One-X software, wanted to throw this out there to see what others think.   Here goes...

    1: When placing a caller on hold, a number of agents are reporting that they are unable to pick the call back up again, hence dropping the call and ultimately having to reboot their PC.  

    2. When picking up calls on many occasions, the call is dropped/lost.  The Agent is NOT being placed in to RONA, so not that but the call rolls over to another available agent.  The original agent appeared to have answered the call, as she was clicking on the answer key on the One-X Agent and the call disappears and rings to the next available agent.  ​No one is on her headset and there is not call in One-X

    3. Callers volume is decreasing, this is being reported with both Jabra and Plantronics headsets and their various software programs are up to date as are the drivers.  

    Again, any input is greatly appreicated.   
    Thank you

    Mark Unvericht
    Lead Voice Network Systems Engineer
    Ortho Clinical Diagnostics

  • 2.  RE: One-X Agent 2.5.12 issues

    Posted 05-26-2020 09:02 AM
    We had similar issues with older versions and upgrading to .14 seemed to fix most of them.  Agent preferences  > Call Handling has check boxes for Coonsultive Transfer and Consultive Conference.

    Travis Hill
    Sr Voice and Video Engineer