ACD Group Logging Users Out 2

[Exozone]

I have a manager of an ACD group that states if her staff misses a call or if they are on either their private line or the ACD line the phone logs them out. Any help is appriciated!

Here's the print out of one of the phones that they say this is happening on.

REQ: prt
TYPE: i2004
TN 152 0 08 09
DATE
PAGE
DES

DES INDI
TN 152 0 08 09 VIRTUAL
TYPE I2004
CDEN 8D
CTYP XDLC
CUST 0
ZONE 000
FDN 6888
TGAR 1
LDN NO
NCOS 2
SGRP 0
RNPG 0
SCI 0
SSU
XLST
CLS CTD FBD WTA LPR MTD FNA HTA TDD HFA CRPD
MWA LMPN RMMD SMWD AAD IMD XHD IRD NID OLA VCE DRG1
POD DSX VMD CMSD SLKD CCSD SWD LND CNDA
CFTD SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD
ICDD CDMD LLCN MCTD CLBD AUTU
GPUD DPUD DNDA 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
VOLA VOUA
CPND_LANG ENG
RCO 0
HUNT 6888
LHK 1
LPK 1
PLEV 02
SPID NONE
AST
IAPG 0
AACS YES
ACQ AS: TN
ASID 16
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
ITNA NO
DGRP
PRI 01
MLWU_LANG 0
DNDR 0
KEY 00 ACD 4460 0 4169
AGN
01 SCR 6844 3 MARP
CPND
NAME User
XPLN 11
DISPLAY_FMT FIRST,LAST
02 AWC
03 MSB
04 NRD
05 EMR
06 ASP
07
08
09
10
11
12
13
14
15
16 MWK 6888
17 TRN
18 AO6
19 CFW 4
20 RGA
21 PRK
22 RNP
23
24 PRS
25 CHG
26 CPN
27
28
29
30
31
DATE 7 JUL 2008


NACT

 

[pcat200]

Check the ACD Q in LD 23. If HOML is set to yes when the agent hangs up the set is logged out. Also check the RTQT, If an agent does not answer the call within the RTQT time the set is logged out or set to MSB and the call is routed to the next available agent.

 

[GHTROUT]

In the LD23 ACD Queue, you probably have the RTQT value set, which defines "After x rings with no answer, log the phone out or go into Not Ready".


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[Exozone]

Thanks, I'll give that a try... After I go through the whole list and change the RTQT when I get to the list does it automaticlly make the change or do I have to do some sort of save command? I'm used to making changes mostly in the gui I did it this time at the console because I could'nt find RTQT in the features of the gui. Thanks

 

[GHTROUT]

The change takes effect after you "return out" of the LD23 ACD work. It can be done any time.

Definitely print it out first.

I'd start by setting set the RTQT to "5" if you have no idea where to start.

Remember the value is "number of rings at the users phone" and no t seconds or otherwise time duration

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[telebub]

That set looks acquired by Symposium. If you are using Symposium, then you need to take a look at the Call Presentation Class of the agent.

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