I use and look after our Symposium system.

Does anybody know a way of force disconnecting a call after a set period of time. This is not a call that is queuing but a call that is actively with an agent.

The reason being is we have a premium rate support line that must be disconnected after 15 minutes.

Paul DS

I have used Symposium, and the short answer is I don't think so.

I very much doubt it can be done in the scripting, but you can always experiment by altering your scripts

IF AGE OF CALL > 900 THEN DISCONNECT

to see what happens, but I suspect nothing as the call has left the script routing when it is answered.

It may be possible at Mail level, but this is beyond my area of knowledge, so I don't know.

I still don't understand WHY you would want to force an active call to disconnect...!

As part of the premium rate service the cost of the call must be capped, hence the need to disconnect the call.

Other than the agent finishing the call using the Release button you would need to look at options within the Meridian set up.

Do you really want to coldly cut off the call, would the more customer focussed approach be to warn the caller before ending the call, the telsets display the call length and you could use Wallboards to highlight longest call lengths as an additional reminder.

I was hoping that if I could use Symposium, then I could play a message at a point before disconnection warning that max time was approaching, then another just prior to disconnection.

This has now become a defunct question. On speaking with ICSTIS their definition of forced disconnection is that the agent/operator can do the physical release. Pity it was looking like a nice challenge.

Paul DS

can symposium be used to allow remote monitoring of calls ?

Hi Paul,

Force disconnect of the call can be done on the trunk level. You may have to define on the Class of Service. Your local Nortel support should be able to assist you in this. I don't think Symposium can do this job.

Regards

Nagoor

Ifyou have the observe feature enabled on eg supervisor sets, then you can remote monitor agents. (Unless you mean dial in remotely to monitor, which I don't know)

Z

Yes, I mean dialing in remotely to monitor.
Anybody, any other ideas ?