AACC issue

[nconick]

Customer is stating that the agents logged out last night, and when they came in this morning, some of the sets were set to "make busy". Hence the supervisor was trying to call them to tell them to login, but couldn't reach them. The Call Presentation class, return to queue, is set to "not ready". Any idea as to why this would occur if not set to "make busy" by the agent? Thank you.

 

[Firebird Scrambler]

I'd check out the history file in LD 22 using PRT AHST etc to see if anything happened on the switch last night.

If using contact centre etc, look in any logs for events.

Firebird Scrambler

Nortel & Avaya Meridian 1 / Succession & BCM / Norstar Programmer

Website =

http://somertel.com

 

[yyrkroon]

With AACC, when you go to logout by pressing the MSB key, it does log you out, but also place the phone in MSB. Press MSB again to take the phone out of MSB. That's the way it has always been Since the day of SCCS 1.0.

 

[nconick]

yyrkroon/FirebirdScrambler, I'm going to take a walk over there and verify what they are doing. Thank you both for your responses. More to follow......thx