Telathena here in North America.
<digression/> I once went to tune a Telathena/Unidata/AIX site. Telathena has (or had) a predictive feature, which is tunable. What it does (or did) was predict how many operators would be available based upon where they were in the screen scripts they were reading. So, if there were 5 screens, then when you got into screen 4, it knew that you would need another call in 20 seconds or so, and it would attempt to dial enough numbers to have one ready for you. Unfortunately, the policy at this joint was a) you could not just drop a call to go on break, b) break time was static, 15 minutes at 10 am, 30 mins at 12:00, 15 mins at 2 pm. If you couldn't go on break until 10:10, you got a 5 minute break. Naturally, operators figured out that if they "hung out" in screen #4, they wouldn't get that next call. So, at 10 minutes to ten, operators would start hanging out in screen #4, waiting for break time. This caused the predictive dialing feature to start dialing more and more numbers, because it would need to have calls ready for all of these people in 20 secs. Each phone call was an entry in shared memory, which filled up as thousands of calls got made & then got dropped, because the predicted operators weren't there in screen #5 to take the call. So, they started having crashes at 9:55, 11:55, and 1:55. Moral: incentives are effective, especially dumb ones.</digression>
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Dan Fitzgerald
From: Orange <[EMAIL PROTECTED]> Reply-To: [EMAIL PROTECTED] To: [EMAIL PROTECTED] Subject: [U2] Dialers with Universe Date: Tue, 08 Jun 2004 11:22:23 +0100
Has anyone in the UK used a phone system with Dialers that will dial a number and route the call on answer to a user and display the information relating to the call on the uses screen.
We are a call centre running universe 10 on Windows 2000 server we are expanding and want a new phone system, any help would be appreciated. ------- u2-users mailing list [EMAIL PROTECTED] To unsubscribe please visit http://listserver.u2ug.org/
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