ACD Call Waiting indication flashes, but no call in queue

[switchdoctor]

I have a CS1000MG with CC6. Last week one of the ACD groups (1 SUPV and 4 AGT) started seeing their call waiting indicator flashing, but no calls are in queue. I rebooted the CC6 server, and INI'd the switch, no change in status. Any suggestions on where to look next?

 

[bigindian65]

you may want to post the queue out of ld 23 and all 5 ACD personel involved set printouts as well. No multiple Skillset assigments in CC6?

Mato' Was'aka

 

[switchdoctor]

Nothing has changed in the config for my queue or my sets, but I'll post them if you really want to see them. One other thing, I learned the customer has created an agent and assigned a skill set, but there is not a phone with that number on it yet. This possibly the problem?

Thanks for your help!

TYPE ACD
CUST 0
ACDN 1882
MWC NO
DSAC NO
MAXP 10
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT 16
FRT 2
SRRT 16
SRT 46
NRRT
FROA NO
CALP POS
ICDD NO
NCFW
FNCF NO
FORC YES
FCFT 2
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
RTPC NO
HOML NO
RDNA NO
LABEL_KEY0 NO
ACNT
NRAC NO
DAL NO
RPRT NO
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
IVR NO
OBSC NO
OBPT 5
CWNT NONE

DES CENSCH
TN 056 0 11 00
TYPE 2008
CDEN 8D
CTYP XDLC
CUST 0
ERL 0
FDN 1550
TGAR 1
LDN NO
NCOS 1
SGRP 0
RNPG 0
SCI 0
SSU
LNRS 16
XLST
CLS CTD FBD WTA LPR MTD FNA HTA NDD HFD
MWA LMPN RMMD SMWD AAD IMD XHD IRD NID OLD VCE DRG1
POD DSX VMD SLKD CCSD SWD LNA CNDD
CFTD SFD MRD DDV CNID CDCD MSID DAPA BFED RCBD
ICDD CDMD LLCN MCTD CLBD AUTU
GPUD DPUD DNDD CFXD ARHD CNTD CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID BUZZ AGRD MOAD AHD
DDGA NAMA
DRDD EXR0
USMD USRD ULAD RTDD RBDD RBHD PGND OCBD FLXD FTTU DNDY DNO3 MCBN
CDMR PRED MCDD T87D PKCH
RCO 0
HUNT 1550
LHK 7
PLEV 02
PUID
DANI NO
SPID NONE
AST
IAPG 0
AACS YES
ACQ AS: TN
ASID 17
SFNB 2 5 6 9 10 11 12 13 15 16 17 18 19 33 35 36 37 38
SFRB 1 2 15 32 33 34 35 36 37 38
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
ITNA NO
DGRP
PRI 01
MLWU_LANG 0
DNDR 0
KEY 00 ACD 1882 0 4370
AGN
01 NRD
02 MSB
03 TRN
04 AO6
05 AWC
06 ASP
07 SCR 6461 0 MARP
DATE 28 MAR 2007

DES CENSCH
TN 056 0 11 01
TYPE 2008
CDEN 8D
CTYP XDLC
CUST 0
ERL 0
FDN 1550
TGAR 1
LDN NO
NCOS 1
SGRP 0
RNPG 0
SCI 0
SSU
LNRS 16
XLST
CLS CTD FBD WTA LPR MTD FNA HTA NDD HFD
MWA LMPN RMMD SMWD AAD IMD XHD IRD NID OLD VCE DRG1
POD DSX VMD SLKD CCSD SWD LNA CNDD
CFTD SFD MRD DDV CNID CDCD MSID DAPA BFED RCBD
ICDD CDMD LLCN MCTD CLBD AUTU
GPUD DPUD DNDD CFXD ARHD CNTD CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID BUZZ AGRD MOAD AHD
DDGA NAMA
DRDD EXR0
USMD USRD ULAD RTDD RBDD RBHD PGND OCBD FLXD FTTU DNDY DNO3 MCBN
CDMR PRED MCDD T87D PKCH
RCO 0
HUNT 1550
LHK 7
PLEV 02
PUID
DANI NO
SPID NONE
AST
IAPG 0
AACS YES
ACQ AS: TN
ASID 17
SFNB 2 5 6 9 10 11 12 13 15 16 17 18 19 33 35 36 37 38
SFRB 1 2 15 32 33 34 35 36 37 38
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 1
CALL FORCE DELAY TIMER: 2 SEC
ITNA NO
DGRP
PRI 01
MLWU_LANG 0
DNDR 0
KEY 00 ACD 1882 0 4372
AGN
01 NRD
02 MSB
03 TRN
04 AO6
05 AWC
06 ASP
07 SCR 6459 0 MARP
DATE 6 FEB 2009

DES CENSCH
TN 084 0 00 00
TYPE 2008
CDEN 8D
CTYP XDLC
CUST 0
ERL 0
FDN 1550
TGAR 1
LDN NO
NCOS 1
SGRP 0
RNPG 0
SCI 0
SSU
LNRS 16
XLST
CLS CTD FBD WTA LPR MTD FNA HTA NDD HFD
MWA LMPN RMMD SMWD AAD IMD XHD IRD NID OLD VCE DRG1
POD DSX VMD SLKD CCSD SWD LNA CNDD
CFTD SFD MRD DDV CNID CDCD MSID DAPA BFED RCBD
ICDD CDMD LLCN MCTD CLBD AUTU
GPUD DPUD DNDD CFXD ARHD CNTD CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID BUZZ AGRD MOAD AHD
DDGA NAMA
DRDD EXR0
USMD USRD ULAD RTDD RBDD RBHD PGND OCBD FLXD FTTU DNDY DNO3 MCBN
CDMR PRED MCDD T87D PKCH
RCO 0
HUNT 1550
LHK 7
PLEV 02
PUID
DANI NO
SPID NONE
AST
IAPG 0
AACS YES
ACQ AS: TN
ASID 17
SFNB 2 5 6 9 10 11 12 13 15 16 17 18 19 33 35 36 37 38
SFRB 1 2 15 32 33 34 35 36 37 38
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 1
CALL FORCE DELAY TIMER: 2 SEC
ITNA NO
DGRP
PRI 01
MLWU_LANG 0
DNDR 0
KEY 00 ACD 1882 0 4373
AGN
01 NRD
02 MSB
03 TRN
04 AO3
05 AWC
06 ASP
07 SCR 6462 0 MARP
DATE 28 MAR 2007

DES CENSCH
TN 088 0 08 09
TYPE 2008
CDEN 8D
CTYP XDLC
CUST 0
ERL 0
FDN 1550
TGAR 1
LDN NO
NCOS 1
SGRP 0
RNPG 0
SCI 0
SSU
LNRS 16
XLST
CLS CTD FBD WTA LPR MTD FNA HTA NDD HFD
MWA LMPN RMMD SMWD AAD IMD XHD IRD NID OLD VCE DRG1
POD DSX VMD SLKD CCSD SWD LNA CNDD
CFTD SFD MRD DDV CNID CDCD MSID DAPA BFED RCBD
ICDD CDMD LLCN MCTD CLBD AUTU
GPUD DPUD DNDD CFXD ARHD CNTD CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID BUZZ AGRD MOAD AHD
DDGA NAMA
DRDD EXR0
USMD USRD ULAD RTDD RBDD RBHD PGND OCBD FLXD FTTC DNDY DNO3 MCBN
CDMR PRED MCDD T87D PKCH
RCO 0
HUNT 1550
LHK 7
PLEV 02
PUID
DANI NO
SPID NONE
AST
IAPG 0
AACS YES
ACQ AS: TN
ASID 17
SFNB 2 5 6 9 10 11 12 13 15 16 17 18 19 33 35 36 37 38
SFRB 1 2 15 32 33 34 35 36 37 38
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 1
CALL FORCE DELAY TIMER: 2 SEC
ITNA NO
DGRP
PRI 01
MLWU_LANG 0
DNDR 0
KEY 00 ACD 1882 0 2563
AGN
01 NRD
02 MSB
03 TRN
04 AO3
05 AWC
06 ASP
07 SCR 6464 0 MARP
DATE 28 MAR 2007

DES MAINOR
TN 076 0 01 13
TYPE 2616
CDEN 8D
CTYP XDLC
CUST 0
AOM 0
ERL 0
FDN 1550
TGAR 1
LDN NO
NCOS 1
SGRP 0
RNPG 112
SCI 0
SSU
LNRS 16
XLST
CLS CTD FBD WTA LPR PUA MTD FNA HTA TDD HFA
MWA LMPN RMMD SMWD AAD IMD DOS XHD IRD NID OLD VCE DRG1
POD DSX VMD SLKD CCSD SWD LNA CNDA
CFTD SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD
ICDD CDMD LLCN MCTD CLBD AUTU
GPUD DPUD DNDD CFXD ARHD CNTD CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID BUZZ AGRD MOAD AHD
DDGA NAMA
DRDD EXR0
USMD USRD ULAD RTDD RBDD RBHD PGND OCBD FLXD FTTC DNDY DNO3 MCBN
OUSD OBPD CDMR PRED MCDD T87D PKCH
CPND_LANG ENG
RCO 0
HUNT 1550
LHK 8
PLEV 02
PUID
DANI NO
AST
IAPG 0
AACS NO
ITNA NO
DGRP
PRI 01
MLWU_LANG 0
DNDR 0
KEY 00 ACD 1882 0 2546
SPV
01 NRD
02 MSB
03 TRN
04 MWK 1550
05 AAG
06 OBV
07
08 SCR 1298 0 MARP
09 SCR 1470 0
CPND
NAME FAYE SPENCER
XPLN 20
DISPLAY_FMT FIRST,LAST
10 DIG 6 1 V
11 AGT
12 AGT
13
14 AGT
15
DATE 14 JUN 2007

 

[switchdoctor]

Found the answer to this one. The AWC and DWC feature keys are not supported in a CC6 environment.

 

[cluesabc]

Do you have document for the AWC and DWC feature keys are not supported in a CC6 environment.

 

[bigindian65]

Unsupported phoneset keys
ACD Waiting Calls key/lamp
The ACD Waiting Calls (AWC) key/lamp is not supported in Contact Center -
Manager to indicate skillset information. Any AWC key/lamp defined on an
agent’s or supervisor’s phoneset indicates information on the ACD-DN for the
phoneset, as configured on the switch.
Other unsupported agent phoneset keys
Contact Center - Manager does not support the following keys or report on
them:
Hotline
Private line
Voice call
Dial Intercom

Mato' Was'aka

 

[bigindian65]

DWC is supported.........

Display Waiting Calls key/lamp
Introduction
Contact Center - Manager supports the Display Waiting Calls (DWC) key. This
feature displays skillset information when the DWC key on an agent’s phoneset
is pressed.
Note: Contact Center - Manager does not support the Directory Log feature.
Agent phoneset display
The following information displays on a Contact Center - Manager agent’s
phoneset (the DWC agent) when the agent presses the DWC key:
AAA BBB CCC, where
AAA is the sum of the number of calls waiting in each skillset that the
DWC agent is currently logged on to. A call is counted more than once if it
is queued to more than one of the skillsets to which the DWC agent is
logged on.
Note: If a call is queued to a specific agent ID (using the Queue to Agent
statement in the Contact Center Manager Server scripts), it is not included
in the number of calls waiting for the DWC agent. Only calls waiting in the
skillsets to which the DWC agent is logged on are reflected.
BBB is the sum of the number of agents logged on to each skillset to which
the DWC agent is currently logged on. An agent is counted more than once
if logged on to more than one of the skillsets to which the DWC agent is
logged on.
CCC is the waiting time, in seconds, of the oldest call in all of the skillsets
to which the DWC agent is logged on.
ATTENTION The information displayed is different from the DWC
feature used in the CS 1000 or Meridian 1 ACD
environments.

Mato' Was'aka

 

[switchdoctor]

BI65,

Great info. I didn't have time to look for the docs, my answer came from my collegue, a Service Consultant. He meant in my particular configuration the DWC is not doable because the ACD sets do not have a display. They are using "Agent Display" on the PC to view the info anyway.

Thanks!