Frequently Asked Questions

Spectrum

• How do I clear a stuck call from Prism II?

  • Right-clicking on the Prism II icon in the tray will open the Real-Time Call Control menu.
  • Choose “Diagnostics” from the menu.
  • There are three tabs in the Diagnostics screen: Inbound, Outbound, and Call Generator.
  • The Inbound and Outbound tabs will pull up call information based on the Channel the call is on.
  • Type the Channel number into the box and click the “Refresh Status” button to pull up current information on that call.
  • If a call is “stuck”, the “Hangup” button can be used to clear the call.
  • The ‘Reset All … Channels’ buttons can be used to clear all inbound or outbound calls in the system

• What is the best way to backup my Spectrum Data on Prism II Server?

  The best way to back up your system data is to perform a 3-Drive Rotation regularly which will provide you with a recent, clean hard drive in case of an emergency. Click here for additional details.

• What is the best way to backup my Spectrum Data on Windows 2003 Server?

  The best way to back up your system data is to perform a 3-Drive Rotation regularly which will provide you with a recent, clean hard drive in case of an emergency. Click here for additional details.

• There is a message in the Undelivered List that we can’t down file.

  SDM mistakenly thinks this message is already on the ‘Delivered’ list. The following steps will put the message back into the Undelivered List so you can down file it as usual:
  • Go to the account
  • Press the Deliver key [F2]
  • Arrow to the message and press ‘Select’ to get to the ‘Delivering Msg’ state
  • Press the ‘Undeliver’ key [Shift]+[F3]
  • You should see a status at the bottom of the window: ‘Changes filed’
  • Press the ‘File’ key.

• My client says he didn’t receive his Secure Message, how can I tell if it was sent to him?

  You can go into SDM >> Setup >> Secure Delivery Clients >> under his Client ID, click on the “View Messages” button at the bottom. From here you can see all messages he received via Secure Delivery along with any other recipients and time stamps of any actions taken by users, such as Viewed, Marked Complete, etc.

• My station is frozen, how do I recover?

  If a station “freezes” it’s helpful to find out what it was trying to do at the time. It may be that the Agent console or computer is struggling to perform a task, like bring up a webpage or PDF. It could be due to a brief interruption in your network connectivity. It might timeout in a short period of time, but it’s best to know what action proceeded the Non-Responsive State. Restarting the Computer is often the first step attempted, but may not be necessary. See additional suggestions in the previous FAQ.

• An Operator can't log off their station, can I do it for them?

  This generally happens due to a miscommunication with the Server when a computer crashes or is restarted without signing out. Often times the operator was in the middle of a message or page ticket (they can’t sign off if they are doing these types of things). The best way to resolve this is to assume you are signed in and try to finish whatever you were doing. If you were in a Message, try pressing the [Save] key, then [Esc] to go into Standby. Once in Standby, you can usually Display an account and continue from there.

  If they are not able to resume, then you can do the following procedure from the Server: Open the Station Status Window in SDM. Select the Station (you can see what state they are in here). Hold Down the Control Key [Ctrl] and right-click on the Station’s line. You will get a popup window allowing you to disconnect the station and/or assign their work to another station. (Note: If there is only one operator signed in, the System will not allow them to sign off.)

• I am unable to dial into my station audio on Legacy Prism; the log shows “rejected”.

  Make sure that there is a station connected to Prism: The first network LED light is green, make sure you are calling the correct DID and have entered the proper password. If all of these things are correct, next try to clear the trunk by using [ALT]+[Talk1]. If this doesn’t fix the problem, a supervisor can try to clear the Station audio from the Prism Diagnostic window. If that still doesn’t clear the trunk, a restart of Prism may be required.