ACD Agent Makes Outside Calls

[george6156]

Hello,
When one of our agents makes an outside call, he no longer receives ACD calls but his phone says he is still logged in.
Below is his prt.
Is this related to MSB? If so, is this configurable?
Also, his DWC is deifferent from other agents.
These are 3905 phones.
Thanks.

TN 17 10
DATE
PAGE
DES

DES 48A
TN 017 0 00 10
TYPE 3905
CDEN 8D
CUST 0
FDN 7777
TGAR 1
LDN NO
NCOS 5
SGRP 0
RNPG 0
SCI 0
SSU
LNRS 16
XLST
CLS CTD FBD WTA LPR MTD FNA HTA TDD CRPD STSD
MWA RMMD SMWD AAD IMD XHD IRD NID OLD VCE DRG1
POD DSX VMD CMSD SLKD CCSD SWD LNA CNDA
CFTD SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD
ICDD CDMD LLCN MCTD CLBD AUTU
GPUD DPUD DNDA CFXD ARHD FITD CNTD CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID BUZZ AGRD MOAD AHD
DDGA NAMA
DRDD EXR0
USRD ULAD RTDD RBDD RBHD PGND OCBD FLXD FTTC DNDY DNO3 MCBN
CPND_LANG ENG
RCO 0
HUNT 7777
LHK 1
PLEV 02
SPID 2528
AST
IAPG 0
AACS YES
ACQ AS: TN
ASID 17
SFNB 2 5 6 9 10 11 12 13 15 16 17 18 19
SFRB 1 2 15
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 0
CALL FORCE DELAY TIMER: 4 SEC
ITNA NO
DGRP
PRI 01
MLWU_LANG 0
MLNG ENG
DNDR 0
KEY 00 ACD 3036 0 2590
AGN
01 SCR 7590 0 MARP
CPND
NAME Last First
XPLN 21
DISPLAY_FMT FIRST,LAST
02
03 DWC 3036
04 ADL 16
05 ADL 16
06 ADL 16
07
08 MSB
09 NRD
10 EMR
11 ASP
12
13
14
15
16 MWK 7777
17 TRN
18 AO6
19 CFW 16 7777
20 RGA
21 PRK
22 RNP
23 SSU 0001
24 PRS
25 CHG
26 CPN
27 CLT
28 RLT
29
30
31

 

[glynnmsg]

Do you use symposium, if so check the call presentation class for the agent.

 

[george6156]

The Call Presentation class is the same for this agent as for all the others. Yes, its Symposium Express.

 

[sandyml]

If an agent is on his non-ACD line, he/she is not eligible for ACD calls. The phoneset must be idle; that is the design of ACD, not to present a call unless the agent is available to answer it.

 

[cgilmer]

You can alter that in the Call Presentation Class to "Answer an ACD call by placing a DN call on-hold'.

I'm kinda suprised you are still putting a DWC key on phones since it isn't always fully accurate. But the DWC key is programmed correctly for this phone since it is designed to monitor the ACD on the In-Calls key 0.

The reason you don't really notice the difference is because while the agent is logged in with their symposium ID you get skillset information, although potentially "inflated". When symposium is down or no one is actually Logged In to that phone it will show differently than the other agents.

Double check that your DFDN on the incoming CDN's for THOSE agents all point to the same ACD group.