ACD - Display Waiting Calls supported on CS1000 Rel.5

[symposium21]

Hi All,

Currently we have and issue with our Real Time Display and as an alternative, we want to activate the DWC feature on phoneset. We already programmed the DWC on phoneset key but call waiting tab is not responding it always display 0 call even there's a call waiting on queue. Manned tab was working fine, can somebody give me an idea to resolve this issue.


Does ACD - Display Waiting Calls supported on CS1000 Rel.5?

Thanks in advance....

 

[johnpoole]

what type of phones? 3900 series do if your firmware is current..

we use 3905 instead of 2250's via symposium

john poole
bellsouth business
columbia,sc

 

[symposium21]

1140 is the type of phone on cc6 platform, yes it has the latest firmware.

 

[NortelGuy1979]

DWC won't be the same as CCMS/A RTD unless you have an ACDN <--> CCMS Skillset direct relationship.

IE, in CCMS, agents can be assigned to many skillsets - but only one ACD queue is on their phone. CCMS controls the call.

-Matthew

Matthew - Technical Support Engineer

http://www.linkedin.com/in/matty79

 

[Lynx77]

Hi

We have CC7 with IP 1150 agents sets.
Each agent answers ONE skillset and each Skillset has one ACD related to it.
The phone is configured with DWC ACDNumber and the display is correct.

DWC shows the calls waiting on the ACD. It the same ACD answers more than oen skillset, the information is incorrect and you should use RTD in CCMA.

Chadi.

 

[symposium21]

Hi Matt/Lynx,

Thanks for the post.


@Matt

What do you mean ACDN <--> CCMS Skillset direct relationship? Can you explain more about this? Thanks


@Lynx

Most of my ACD answers more that one skillset, do you think this is the reason why may calls waiting is not responding? Thanks

 

[NortelGuy1979]

Hi Symposium21 -

Your text to @Lynx is exacctly what I mean - your agents, although they are all in one ACD queue on the phone / PBX programming, are in multiple skillsets in Contact Center. So the relationship between ACDN and CCMS Skillset is not 1:1 - IE, they don't match.

Thus, your DWC will not match.

Does that help?

-M

Matthew - Technical Support Engineer

http://www.linkedin.com/in/matty79