ACD agent only hears ringing for Internal calls on her wireless headset. 1

[Frav82]

Good Morning,

I have two Agents in the same ACD both have the same Plantronics CS450 wireless headsets. One agent always hears the ringing when a call arrives whether it's an internal or external call. The other agent only hears ringing when it's an internal call, what am I missing this is driving me nuts?

OpenScape 4000 V7

Thank you,
Rob

 

[sbcsu]

Some suggestions,
Autom - automatic answer is set ?
Zip tone is set ?
Delete the extension and copy the working one ?

 

[Frav82]

Everything looks the same to me between the two agents:

Good working correctly Ext 7808

DIS-KCSU:7808;

LINE KEY ASSIGNMENT OF STATION NUMBER 7808
+-------------+-----+------+--------+---------+----------+---------+
| STATION | KYNO| RIOP | AICS | DSSLINE | RINGTYPE | RINGVOL |
+-------------+-----+------+--------+---------+----------+---------+
| 7808 | 12 | YES | NO | YES | | |
| 1808 | 11 | YES | NO | NO | 1 | 1 |
+-------------+-----+------+--------+---------+----------+---------+
NUMBER OF LINE KEYS: 2

| STATION | SLKTYPE | SLKTXT |
+-------------+------------+---------------------------------------+
| 7808 | SLKSTNO | |
| 1808 | SLKSTNO | |
+-------------+------------+---------------------------------------+
NUMBER OF LINE KEYS: 2

RING TYPE WHILE STATION BUSY : STAND
SINGLE BUTTON MODE : YES
AUTOMATIC PRIVACY : YES
ORIGINATING LINE PREFERENCE : PRIME
TERMINATING LINE PREFERENCE : RING
LINE TONE FOR PRIMARY LINE : NO
BUSY SIGN : DEACTIVE
PRIORITY CALL : NOTONE
SAME PRIORITY : NOSIGNAL
PRIORITY TYPE : NOPRIO
TWINNING : NO

STNO 7808 APPEARS ON LINE KEYS AT:
+-------------+-----+------+--------+---------+----------+---------+
| STATION | KYNO| RIOP | AICS | DSSLINE | RINGTYPE | RINGVOL |
+-------------+-----+------+--------+---------+--------------------+
| 7808 | 12 | YES | NO | | | |
+-------------+-----+------+--------+---------+----------+---------+
NUMBER USED AS LINE KEY: 1

+-------------+------------+---------------------------------------+
| STATION | SLKTYPE | SLKTXT |
+-------------+------------+---------------------------------------+
| 7808 | SLKSTNO | |
+-------------+-------------+--------------------------------------+
NUMBER USED AS LINE KEY: 1



Not working correctly EXT 7862

DIS-KCSU:7862;

LINE KEY ASSIGNMENT OF STATION NUMBER 7862
+-------------+-----+------+--------+---------+----------+---------+
| STATION | KYNO| RIOP | AICS | DSSLINE | RINGTYPE | RINGVOL |
+-------------+-----+------+--------+---------+----------+---------+
| 7862 | 12 | YES | NO | YES | | |
| 7863 | 11 | YES | NO | NO | 1 | 1 |
+-------------+-----+------+--------+---------+----------+---------+
NUMBER OF LINE KEYS: 2

| STATION | SLKTYPE | SLKTXT |
+-------------+------------+---------------------------------------+
| 7862 | SLKSTNO | |
| 7863 | SLKSTNO | |
+-------------+------------+---------------------------------------+
NUMBER OF LINE KEYS: 2

RING TYPE WHILE STATION BUSY : STAND
SINGLE BUTTON MODE : YES
AUTOMATIC PRIVACY : YES
ORIGINATING LINE PREFERENCE : PRIME
TERMINATING LINE PREFERENCE : RING
LINE TONE FOR PRIMARY LINE : NO
BUSY SIGN : DEACTIVE
PRIORITY CALL : NOTONE
SAME PRIORITY : NOSIGNAL
PRIORITY TYPE : NOPRIO
TWINNING : NO

STNO 7862 APPEARS ON LINE KEYS AT:
+-------------+-----+------+--------+---------+----------+---------+
| STATION | KYNO| RIOP | AICS | DSSLINE | RINGTYPE | RINGVOL |
+-------------+-----+------+--------+---------+--------------------+
| 7862 | 12 | YES | NO | | | |
| 7863 | 11 | NO | NO | NO | 1 | 1 |
+-------------+-----+------+--------+---------+----------+---------+
NUMBER USED AS LINE KEY: 2

+-------------+------------+---------------------------------------+
| STATION | SLKTYPE | SLKTXT |
+-------------+------------+---------------------------------------+
| 7862 | SLKSTNO | |
| 7863 | SLKSTNO | |
+-------------+-------------+--------------------------------------+
NUMBER USED AS LINE KEY: 2

 

[Frav82]

I've also compare these two extensions with the following:


DIS-SBCSU:7862;

----------------------------- USER DATA ----------------------------------------
STNO =7862 OPT =OPTI COS1 =20 DPLN =0
MAINO =7862 CONN =IP2 COS2 =20 ITR =0
PEN =1-20- 7- 65 LCOSV1 =5 COSX =0
INS =Y ASYNCT =500 LCOSV2 =5
SSTNO =N PERMACT = LCOSD1 =5 CBKBMAX =5
TRACE =N EXTBUS = LCOSD2 =5 RCBKB =N
ALARMNO =0 DFSVCANA= SPDI =30 RCBKNA =N
HMUSIC =20 FLASH = SPDC1 =1 CBKNAMB =Y
PMIDX =1 SPDC2 =1
SECR =N DIGNODIS=N DSSTNA =N COMGRP =0
STD =31 CALLOG =NONE DSSTNB =Y TEXTSEL =AMERICAN

REP =0 OPTICOM =N OPTIUSB : VPI =
IDCR =N OPTICA = OPTIS0A :0 VCI =
APPM = OPTIDA = OPTISPA :0 PATTERN =
BLF =N OPTIUP0E:0 OPTIABA :0

DCFWBUSY=N HEADSET =N APMOBUSR=N APICLASS=
DNIDSP =Y HSKEY =NORMAL IPCODEC =G711P SECAPPL =0
DTMFBLK =N IPPASSW =
DTMFCTRD=N BASICSVC=
DVCFIG =OPTIIP * TSI =1 SPROT = SOPTIDX =
DPROT = DOPTIDX =
FPROT = FOPTIDX =
----------------------------------UFIP----------------------------------------

USER ID =
SECZONE =
SUBIPADD =000.000.000.000

------------------- MOBILE HFA STATE -----------------------------------------
IP PHONE INACTIVE :N
------------------- ACTIVATION IDENTIFIERS FOR FEATURES ----------------------
HTOS :N DND :N
HTOD :N VCP :Y TWLOGIN :N
HTOF :N CWT :N
------------------- FEATURES AND GROUP MEMBERSHIPS ---------------------------
PUGR :5 ESSTN :
KEYSYS :Y NOPTNO :
SRCGRP : 20 TCLASS : 0
HUNT CD :N
------------------- SUBSCRIBER ATTRIBUTES (AMO SDAT) -------------------------
AGENT CBSTMON ETD
------------------------------------------------------------------------------
*) OPTIPOINT410


DIS-SBCSU:7808;

----------------------------- USER DATA ----------------------------------------
STNO =7808 OPT =OPTI COS1 =20 DPLN =0
MAINO =7808 CONN =IP2 COS2 =20 ITR =0
PEN =1-20- 7- 62 LCOSV1 =5 COSX =0
INS =Y ASYNCT =500 LCOSV2 =5
SSTNO =N PERMACT = LCOSD1 =5 CBKBMAX =5
TRACE =N EXTBUS = LCOSD2 =5 RCBKB =N
ALARMNO =0 DFSVCANA= SPDI =30 RCBKNA =N
HMUSIC =20 FLASH = SPDC1 =1 CBKNAMB =Y
PMIDX =1 SPDC2 =1
SECR =N DIGNODIS=N DSSTNA =N COMGRP =0
STD =31 CALLOG =NONE DSSTNB =Y TEXTSEL =AMERICAN

REP =0 OPTICOM =N OPTIUSB : VPI =
IDCR =N OPTICA = OPTIS0A :0 VCI =
APPM = OPTIDA = OPTISPA :0 PATTERN =
BLF =N OPTIUP0E:0 OPTIABA :0

DCFWBUSY=N HEADSET =N APMOBUSR=N APICLASS=
DNIDSP =Y HSKEY =NORMAL IPCODEC =G711P SECAPPL =0
DTMFBLK =N IPPASSW =
DTMFCTRD=N BASICSVC=
DVCFIG =OPTIIP * TSI =1 SPROT = SOPTIDX =
DPROT = DOPTIDX =
FPROT = FOPTIDX =
----------------------------------UFIP----------------------------------------

USER ID =
SECZONE =
SUBIPADD =000.000.000.000

------------------- MOBILE HFA STATE -----------------------------------------
IP PHONE INACTIVE :N
------------------- ACTIVATION IDENTIFIERS FOR FEATURES ----------------------
HTOS :N DND :N
HTOD :N VCP :Y TWLOGIN :N
HTOF :N CWT :N
------------------- FEATURES AND GROUP MEMBERSHIPS ---------------------------
PUGR :5 ESSTN :
KEYSYS :Y NOPTNO :
SRCGRP : 20 TCLASS : 0
HUNT CD :N
------------------- SUBSCRIBER ATTRIBUTES (AMO SDAT) -------------------------
AGENT CBSTMON ETD
------------------------------------------------------------------------------
*) OPTIPOINT410


DIS-ACTDA:STN,7862;

+--------------------------------------------------------------------+
| STATION NUMBER 7862 |
+--------------------------------------------------------------------+
| DIVERSION: |
| DESTINATION NUMBER | CFVAR | DTYPE | ITYPE | SI |
| | | | | |
| 6301 | SYSTEM | CFB | INT | VCE |
| 6301 | SYSTEM | CFB | EXT | VCE |
| 6301 | SYSTEM | CFNR | INT | VCE |
| 6301 | SYSTEM | CFNR | EXT | VCE |
+------------+-----------+----------+----------+----------+----------+
| DO NOT | VOICE CALL| RING | REP. | REMIND | RINGER- |
| DISTURB | REJECT | XFER | SECR. | HH:MM | CUTOFF |
+------------+-----------+----------+----------+----------+----------+
| | X | | | | |
+------------+-----------+----------+----------+----------+----------+
| VARIABLE RING TIME: 0 |
+--------------------------------------------------------------------+
| INDIVIDUAL SETTINGS FOR OPTISET AND OPTIPOINT500: |
| RINGVOL : 1 RINGSOUN: 2 ALERTVOL: 2 CALLVOL: 3 |
| SPKRVOL : 7 ROOMCHAR: NORMAL DISPCONT: 2 ROLLVOL: 3 |
| SLKCONT : 2 |
+--------------------------------------------------------------------+

DIS-ACTDA:STN,7808;

+--------------------------------------------------------------------+
| STATION NUMBER 7808 |
+--------------------------------------------------------------------+
| DIVERSION: |
| DESTINATION NUMBER | CFVAR | DTYPE | ITYPE | SI |
| | | | | |
| 6301 | SYSTEM | CFB | INT | VCE |
| 6301 | SYSTEM | CFB | EXT | VCE |
| 6301 | SYSTEM | CFNR | INT | VCE |
| 6301 | SYSTEM | CFNR | EXT | VCE |
+------------+-----------+----------+----------+----------+----------+
| DO NOT | VOICE CALL| RING | REP. | REMIND | RINGER- |
| DISTURB | REJECT | XFER | SECR. | HH:MM | CUTOFF |
+------------+-----------+----------+----------+----------+----------+
| | X | | | | |
+------------+-----------+----------+----------+----------+----------+
| VARIABLE RING TIME: 0 |
+--------------------------------------------------------------------+
| INDIVIDUAL SETTINGS FOR OPTISET AND OPTIPOINT500: |
| RINGVOL : 2 RINGSOUN: 10 ALERTVOL: 2 CALLVOL: 7 |
| SPKRVOL : 4 ROOMCHAR: NORMAL DISPCONT: 2 ROLLVOL: 3 |
| SLKCONT : 2 |
+--------------------------------------------------------------------+

 

[donb01]

Did you compare SDAT as well?


Don Bruechert, Voice Comm Analyst II
CareTech Solutions @ Holy Family Memorial
Manitowoc, WI, USA

 

[Frav82]

Yes and they're pretty much identical, see below:

DIS-SDAT:7808;

---------------------------- SUBSCRIBERDATA ----------------------------
STNO = 7808 COS1 = 20 DPLN = 0 SSTNO = NO
PEN : 1-20- 7- 62 COS2 = 20 ITR = 0 TRACE = NO
DVCFIG : OPTIIP LCOSV1 = 5 COSX = 0 ALARMNO = 0
AMO : SBCSU LCOSV2 = 5 SPDI = 30 RCBKB = NO
LCOSD1 = 5 SPDC1 = 1 RCBKNA = NO
KEYSYS : LCOSD2 = 5 SPDC2 = 1
------------------------------------------------------------------------
CDRACC =
SRCGRP = 20 TCLASS =
CLASSMRK = EC G711 G729AOPT
PUBNUM = TON = NATIONAL NPI = ISDN
NNO = 100 HOTIDX =
STNOOOS = MVHFAIP = NO
STNOAPE = AMOALTRT = NO
GWIPADR : CLUSTID =
SVCDOM =
PRECLEV =
BWLIDX =
CLASSSEC = SECURE
SECONLY =
------------------------------- ATTRIBUTES -----------------------------
AGENT CBSTMON ETD
------------------------------------------------------------------------


DIS-SDAT:7862;

---------------------------- SUBSCRIBERDATA ----------------------------
STNO = 7862 COS1 = 20 DPLN = 0 SSTNO = NO
PEN : 1-20- 7- 65 COS2 = 20 ITR = 0 TRACE = NO
DVCFIG : OPTIIP LCOSV1 = 5 COSX = 0 ALARMNO = 0
AMO : SBCSU LCOSV2 = 5 SPDI = 30 RCBKB = NO
LCOSD1 = 5 SPDC1 = 1 RCBKNA = NO
KEYSYS : LCOSD2 = 5 SPDC2 = 1
------------------------------------------------------------------------
CDRACC =
SRCGRP = 20 TCLASS =
CLASSMRK = EC G711 G729AOPT
PUBNUM = TON = NATIONAL NPI = ISDN
NNO = 100 HOTIDX =
STNOOOS = MVHFAIP = NO
STNOAPE = AMOALTRT = NO
GWIPADR : CLUSTID =
SVCDOM =
PRECLEV =
BWLIDX =
CLASSSEC = SECURE
SECONLY =
------------------------------- ATTRIBUTES -----------------------------
AGENT CBSTMON ETD
------------------------------------------------------------------------

 

[Frav82]

SBCSU I have a question. You mentioned deleting the extension and copying the programming from the good extension. When I delete the extension is it going to mess with the ACD in any way? Based on the ACD programming I've looked at I don't believe it will but being a newbie I'm not sure. I ask because I came from the NEC world where if you deleted an extension first before taking it out of the ACD programming it messed up the whole ACD.

Thank you
Rob

 

[sbcsu]

Looking at it it seems that the volume for external calls is very low, is it just being missed ?
The ringing volume is set in ACTDA
REG-ACTDA:STN,xxxx;

To delete the extension you would need to remove the AGENT parameter from SDAT
CHA-SDAT:XXXX,ATTRIBUT,,AGENT;

To Re-add it
CHA-SDAT:XXXX,ATTRIBUT,AGENT;

To delete the extension;
REG-SBCSU:7862;
REG-SDAT:7862;
REG-ZIEL:FWD,7862;
REG-ACTDA:STN,7862;
REG-ZIELSS,7862;
REG-ZIEL:NAME,7862;
REG-PERSI:STN,7862;

Remove the AGENT Parameter
CHA-SDAT:7862,ATTRIBUT,,AGENT;

Then Delete the extension
DEL-SBCSU:7862,ALL;

Then re-add
ADD-SBCSU
ADD-PERSI:
CHA-SDAT:
ADD-ZIEL:
ADD-ACTDA:

 

[Frav82]

Thank you sbcsu this sounds like the best plan to tackle this problem. I've already spent way too much time on this one and I'm getting nowhere fast. I'll post the results next week after I get the chance to complete this process.

Thank you sbcsu have a good weekend!

 

[Frav82]

Good Morning sbcsu,

sbcsu your suggestion of changing 7862's ACTDA to match that of 7808 worked. I added the following line in COMWIN and now 7862's agent can also hear external ringing through her wireless headset.

ADD-ACTDA:STN,7862,OPTISET,2,10,2,7,4,NORMAL,2,3,2;

Thank you for your advice on how to fix this sbcsu because this problem was driving me nuts!

Have a good weekend!

Rob

 

[sbcsu]

Very good - well done.

You could set the phones how you want the ringing to work.
Then REG-ACTDA for each one.

That line could then be sent in automatically each morning if you like.
But see how it goes for now.