AACC and Inbound call capability

[telklass]

Hi all,

If the ACDN must be added on AACC to allow agent receive call according to its skill set ,
i wonder if this rule is also valuable for outbound call capability for any new agent, because any of TN agents previously created do not have this ability to make outbound calls, they were just created for testing,however, TN acquired,login ID successful, just this sample training as a LAB and not associated on any skillset,therefore cannot received calls,i want it this way. Now i want to switch on outbound call feature for agent , i printed out the phones parameters and their have the correct CLS associated with, but when they try to make outbound call, "Release and Try Again"

Look forward to your reply.


Thanks !

 

[yyrkroon]

First, you do not need to add the ACDN to AACC to allow agent to receive skillset calls.

2nd - Outbound calling is controlled by CLS and NCOS/TGAR. Make sure you're dialing from a DN key and not key 0. Look at phone that can dial out and compare the CLS and NCOS/TGAR to the non-working.

 

[janaya]

I have seen this, and you may want to post in Symposium forum, but I think there is an option to not allow outbound calls unless the agent is logged in. I have not programmed this, but have heard about this option.

John Anaya
Amdocs Inc.
ACSS/ACIS - CS1000 Rls 7.5/Call Pilot 5
ACSS/ACIS - SME - IP Office 8.0
APSS/APDS - Avaya UC Services

Public Profile

http://www.linkedin.com/pub/john-anaya/25/1b9/a9b/

 

[telklass]

Thank you very much @yyrkroon,this is why i think too,once again i am gonna make that comparison and see how i can fix this. I will post the output of both in case after checking the problem remain.

Thanks !
@janaya,yes you right... but since the topic is concern both Symposium and CS1K, i decided to proceed this way ... Sorry to you and to all.
Thanks !

 

[telklass]

Hello Guys,

Could you please take a look at the output right here, for both phone one working the other not.

The working phone
DES AGENT
TN XXX X XX XX VIRTUAL
TYPE 1140
CDEN 8D
CTYP XDLC
CUST 0
NUID
NHTN
CFG_ZONE 00001
CUR_ZONE 00001
MRT
ERL 0
ECL 0
FDN
TGAR 1
LDN NO
NCOS 1
SGRP 0
RNPG 0
SCI 0
SSU
XLST
SFLT NO
CAC_MFC 0
CLS CTD FBD WTA LPR MTD FND HTD TDD HFD CRPD
MWD LMPN RMMD AAD IMD XHD IRD NID OLD VCE DRG1
POD SLKD CCSD SWD LND CNDD
CFTD SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD
ICDD CDMD LLCN MCTD CLBD AUTU
GPUD DPUD DNDD CFXD ARHD CNTD CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID BUZZ AGRD MOAD
UDI RCC HBTD AHD IPND DDGA NAMA MIND PRSD NRWD NRCD NROD
DRDD EXR0
USMD USRD ULAD CCBD RTDD RBDD RBHD PGND OCBD FLXD FTTC DNDY DNO3 MCBN
FDSD NOVD VOLA VOUD CDMR PRED RECD MCDD T87D SBMD
KEM3 MSNV FRA PKCH MUTA MWTD DVLD CROD ELCD
CPND_LANG ENG
HUNT
PLEV 02
PUID
UPWD
DANI NO
SPID NONE
AST 00 02
IAPG 1
AACS YES
ACQ AS: TN
ASID 17
SFNB 2 3 4 5 6 7 8 9 10 11 12 13 15 16 17 18 19 21 23 28 29 33 35 36 37 38 39
SFRB 1 2 15 32 33 34 35 36 37 38 39
USFB 1 3 4 5 6 7 9 10 12 13 14 15
CALB 1 3 4 5 6 8 9 10 11 12
FCTB
ITNA NO
DGRP
PRI 01
MLWU_LANG 0
MLNG ENG
DNDR 0
KEY 00 ACD 3507 0 6675
AGN
01 NRD
02 SCR 7157 0 MARP
CPND
CPND_LANG ROMAN
NAME TEST VOIP
XPLN 23
DISPLAY_FMT FIRST,LAST
03 MSB
04 ASP
05 ACNT
06 EMR
07
08
09
10
11
12
13
14
15
16
17 TRN
18 AO6
19 CFW 16
20 RGA
21 PRK
22 RNP
23
24 PRS
25 CHG
26 CPN
27
28
29
30
31
DATE 20 MAR 2017
_

THe not working phone

DES AGT
TN XXX X XX XX VIRTUAL
TYPE 2004P2
CDEN 8D
CTYP XDLC
CUST 0
NUID
NHTN
CFG_ZONE 00001
CUR_ZONE 00001
MRT
ERL 257
ECL 0
FDN
TGAR 1
LDN NO
NCOS 1
SGRP 0
RNPG 0
SCI 0
SSU
XLST
SFLT NO
CAC_MFC 0
CLS CTD FBD WTA LPR MTD FND HTD TDD HFD CRPD
MWD LMPN RMMD AAD IMD XHD IRD NID OLD VCE DRG1
POD SLKD CCSD SWD LND CNDD
CFTD SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD
ICDD CDMD LLCN MCTD CLBD AUTU
GPUD DPUD DNDD CFXD ARHD CNTD CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID BUZZ AGRD MOAD
UDI RCC HBTD AHD IPND DDGA NAMA MIND PRSD NRWD NRCD NROD
DRDD EXR0
USMD USRD ULAD CCBD RTDD RBDD RBHD PGND OCBD FLXD FTTC DNDY DNO3 MCBN
FDSD NOVD VOLA VOUD CDMR PRED RECD MCDD T87D SBMD
KEM3 MSNV FRA PKCH MUTA MWTD DVLD CROD ELCD
CPND_LANG ENG
HUNT
PLEV 02
PUID
UPWD
DANI NO
SPID NONE
AST 00 02
IAPG 1
AACS YES
ACQ AS: TN,AST-POSID
ASID 17
SFNB 1 2 3 4 5 6 7 8 9 10 11 12 13 15 16 17 18 19 21 22 23 24 25 26 28 29 31 33 34 35 36 37 38 39
SFRB 1 2 15
USFB 1 2 3 4 5 6 7 9 10 11 12 13 14 15
CALB 0 1 3 4 5 6 8 9 10 11 12
FCTB
ITNA NO
DGRP
PRI 01
MLWU_LANG 0
MLNG ENG
DNDR 0
KEY 00 ACD 3000 0 4753
AGN
01 NRD
02 SCR 1012 0 MARP
03 MSB
04 ASP
05 ACNT
06 EMR
07
08
09
10
11
12
13
14
15
16
17 TRN
18 AO6
19 CFW 16
20 RGA
21 PRK
22 RNP
23
24 PRS
25 CHG
26 CPN
27
28
29
30
31
DATE 29 MAY 2017
____________

The only difference on both are with the line on bold that i can modify, but you can see the CLS,TGAR and NOCS are the same.
Please post any suggestion !!!


Thanks !

 

[jaxuser]

Are both agents logged in?

I agree with janaya above that there is a setting which will not allow outbound calls unless the agent is logged in, however, I too have forgotten what the prompt is.

 

[telklass]

Thanks !
I tried calling out while the agent is login in and not login in,and no success.

Other suggestion,

In the meantime let check pf what is that feature.

Thanks !

 

[jaxuser]

go into LD 23 and print your ACDN

Look for the prompt RDNA and see if it is yes or no

Yes means that agents have to log in make outgoing calls

 

[telklass]

Hello @jaxuser,
cannot localized the RDNA info,
Here are the output of both CDN,

CDN 1512, it 's the one handle my ACDN wich cannot make out call.

TYPE CDN
CUST 0
CDN 1512
FRRT
SRRT
FROA NO
UUI NO
MURT
CDSQ NO
DFDN 3000
NAME NO
CMB NO
CEIL 2047
CLRO NO
OVFL NO
TDNS NO
RPRT NO
AACQ NO
CNTL YES
VSID
HSID
CWTH 1
BYTH 0
OVTH 2047
ACNT


CDN 4000, it 's the one handle other groups of ACDN, they can maeke call out .

TYPE CDN
CUST 0
CDN 4000
FRRT
SRRT
FROA NO
UUI NO
MURT
CDSQ NO
DFDN 3500
NAME NO
CMB NO
CEIL 2047
CLRO NO
OVFL NO
TDNS NO
RPRT NO
AACQ YES
ASID 17
SFNB 1 2 3 4 5 6 7 8 9 10 11 12 13 15 16 17 18 19 21 22 23 24 25 26 28 29 31 33 34 35 36 37 38 39
USFB 1 2 3 4 5 6 7 9 10 11 12 13 14 15
CALB 0 1 2 3 4 5 6 7 8 9 10 11 12
CNTL YES
VSID
HSID
CWTH 1
BYTH 0
OVTH 2047
ACNT

-------------

As you can see the line SFNB USFB CALB CALB are not exist for the CDN number 1512.

Thanks !

 

[jaxuser]

go into LD 23 and

req: PRT
type: ACD
acdn: 3000

then do same for 3500

look for RDNA prompt in each....

 

[telklass]

The output of the ACDN 3000 shows the following :::


TYPE ACD
CUST 0
ACDN 3000
MWC NO
DSAC NO
MAXP 5
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT
SRRT
NRRT
FROA NO
CALP POS
ICDD NO
NCFW
FNCF NO
CWTT NONE
HMSB YES
ACPQ NO
FORC NO
RTQT
AUD022 0EDDD674 00000E00 00000003 00006716 00000000 00000000 00000000
0
SPCP NO
OBTN NO
RAO NO
CWTH 1
NCWL NO
BYTH 0
OVTH 2047
TOFT NONE
HPQ NO
OCN NO
OVDN
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT
RTPC NO
HOML YES
RDNA NO
LABEL_KEY0 NO
ACNT
NRAC NO
DAL NO
RPRT NO
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
CCBA NO
SIPQ NO
IVR NO
OBSC NO
OBPT 5
CWNT NONE
,
Ok that's mean all agents associated with this ACDN will not have the ability for external call_
However, other ACDN also show the same parameter, although they are able to make outbound call...

Let's stay beside of this, the ACDN 3000 is for testing and i really want to learn how to give this ACDN the ability to make external calls,
do you have an idea ?

Look forward to your reply.

Thanks !

 

[jaxuser]

The differences I see are: ERL on test phone and production phone; test CDN does not seem to be acquired.

another thing - on your test scenerio, chech the HOML prompt.

 

[telklass]

Exact,

However, i have read that only the TGAR _ NOCS and CLS are responsible to allow agent make outbound call,
That's why i pointed my focus on the CDN aquired, you know what, i will make a test with a CDN already aquired that has ACDN associated with,thank for advise ... I will see what's going on .

Any suggestion,

Thanks !