Account codes using CCM

[PureChimpie]

Customer has mxe on 4.2 and ccm 5.7 and uses account codes. All works ok but when the agent answers an acd call and presses the account code multiline key (account code none verified) and inserts the account code, the end users gets silence whilst the account code digits are pressed. Also tested internally and the same condition occurs.

Is this how the feature works or an error in config / bug? They claim this didn't occur prior to upgrade to 4.2? They were on mcd 4 sp 2 before.

Thanks

 

[Supernova99]

I am not sure that is the correct condition.
Normally the account code is completely transparent with no cut off of audio.
There are no DTMF tones output whilst they are being pressed so that the caller is unaware the account code is being entered.

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[PureChimpie]

Yes that is what I would have expected as well. They have had a number of customers commenting about this and surely isn't the correct way the feature works.