ACD and Personal Line on hold

[TOVERBO]

I have a sigle person acd - when they are on their personal line they are unable to put that call on hold and pick up the call in the que. They have to drop the call on the personal line then pick up call in the que.

I've looked at other acd's and can't find what is missing.
Below is my acd print out.

TYPE ACD
CUST 0
ACDN 6600
MWC NO
DSAC NO
MAXP 5
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA YES
FRRT 74
FRT 10
SRRT 40
SRT 30
NRRT
FROA NO
CALP POS
ICDD NO
NCFW 6283
FNCF NO
FORC NO
RTQT 0
SPCP YES
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 4
RTPC NO
STIO
TSFT 60
HOML NO
RDNA NO
LABEL_KEY0 NO
NRAC NO
DAL NO
RPRT YES
RAGT 16
DURT 30
RSND 4
FCTH 20
CRQS 100
IVR NO
OBSC NO
OBPT 0
CWNT NONE

Phone print out

DES 6512
TN 040 1 08 05
TYPE 2616
CDEN 8D
CTYP XDLC
CUST 0
AOM 0
FDN
TGAR 2
LDN NO
NCOS 4
SGRP 0
RNPG 0
SCI 0
SSU 0004
LNRS 16
XLST
SCPW
CLS CTD FBD WTA LPR MTD FND HTD ADD HFD
MWA LMPN RMMD SMWD AAD IMD XHD IRA NID OLA VCE DRG1
POD DSX VMD CMSD SLKD CCSD TENA SWD LNA CNDA
CFTD SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD
ICDA CDMD LLCN MCTD CLBD AUTU
GPUD DPUA DNDD CFXD ARHA FITD CNTD CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID BUZZ AGRD MOAD AHD
DDGA NAMA
DRDD EXR0
USMD USRD ULAD RTDD RBDD RBHD PGND FLXD FTTU DNDY DNO3 MCBN
CDMR
CPND_LANG ENG
RCO 0
HUNT
TEN 1
LPK 8
PLEV 02
CSDN
SPID NONE
AST
IAPG 0
AACS NO
ITNA NO
DGRP
PRI 01
MLWU_LANG 0
DNDR 0
KEY 00 ACD 6600 0 7917
AGN
01 NRD
02 MSB
03 DWC 6600
04 TRN
05 AO6
06 RGA
07
08 SCR 6605 0 MARP
CPND
NAME NEURO SURGERY RECEPTION
XPLN 23
DISPLAY_FMT FIRST,LAST
09 SCN 6628 0
CPND
NAME DEMERS DR SYRQUIN NRS
XPLN 21
DISPLAY_FMT FIRST,LAST
10 SCN 6283 0
CPND
NAME DEMERS DR SCHMELKA NRS
XPLN 22
DISPLAY_FMT FIRST,LAST
11 ADL 16
12 ADL 16
13 ADL 16
14 ADL 16
15 ADL 16

 

[johnpoole]

acaa

john poole
bellsouth business
columbia,sc

 

[TOVERBO]

Above in print out -
ACAA is set to "yes" but the user says it doesn't work - any other thoughts? I may have to personally check this out.

 

[bigindian65]

AACA works with AWC key, if an agents sees calls waiting, they can put the call (DN) on hold and return to Idle agent mode, not actually have a call presented, then go to hold on the DN key.

 

[TOVERBO]

Didn't quite understand what you meant in the last part of your post.


not actually have a call presented, then go to hold on the DN key

 

[bigindian65]

a call can not show up on In-calls, key 0, while the DN key is in use, but it can be "seen" in that agents queue if they have an AWC key, then, a DN call can be put on hold, returning the agent to IDLE in the ACD queue and be presented with the call.

 

[TOVERBO]

The agent says the calls show on awc key but when she puts the line dn key on hold it doesn't drop. I told her to try to push the acd key but she said it did nothing. I will check it out and let you know what I find out.