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Appendix A Troubleshooting
CPSEE_TSP500 User Guide Version 4.0 Page A-3
This document is confidential and proprietary to SER Solutions and is not for external use.
Common Questions on Caller ID
1. What is the maximum number of digits that I can use for the Client ID?
You can use up to four digits.
2. Can I use variable length Client IDs?
Yes, up to four digits. However, this will require that the COLLECT
Strategy use variable collected digits for the “Client ID” rather than fixed.
The announcement should say; “enter the Client ID – followed by the
pound sign”.
3. What is the maximum number of digits that I can use for the password.
You can use up to eight digits for the password.
4. Can I use variable length passwords?
Yes, up to eight digits. However, this will require that the COLLECT
Strategy use variable collected digits for the “password” rather than
fixed. The announcement should say; “enter your password – followed
by the pound sign”.
5. Will this feature work on CAS (Robbed Bit) lines?
Yes, assuming the CAS line is supplying DNIS information. The Caller
ID verification feature will only work if the CAS line sends ANI informa-
tion. Typically CAS lines send ANI and DNIS in the *ani*dnis format.
6. What happens if no campaigns are configured with the Client ID that the
Client logged in with?
The Client will be remain in the “waiting” state, listening to “music on
hold” until a Campaign is assigned the Client ID, and the agent takes a
call.
7. Can multiple Clients log into the same Client ID?
Yes. However, the TSP limits only four simultaneous monitors listening
to the same agent. So, although multiple clients can log in, only the first
four will be attached to an agent. The remainder will have to wait until
the next agent connect.
8. How do I prevent a specific Client from logging in and monitoring?
If this is the only Client monitoring a specific Client ID, you can do any
of the following:
• Change the password in the Client ID/Password assignment.
• Remove the Client ID/Password assignment.
• Have the Call Manager de-assign (or change) the Client ID of the
Campaign(s).
• Remove the Strategy, or the DNIS assignment to it.
If there are multiple Clients monitoring the same ID, it is best to change
the password, and notify the remaining Clients of the change.