ACD line rings when an agent is on their DN 2

[atascoman]

On a Symposium 4.0 system, how do you prevent calls being presented to an agent who is on their backline(DN). I set the presentation class to not allow the DN call to be put on hold in order to answer the ACD call. I thought this would show the phone as busy which would prevent the ACD call from coming in. Is there a class of service or a script command that I need to modify.

 

[sandyml]

You're right, it shouldn't allow that. Perhaps the set is not in synch with the Symposium. Have you tried deacquiring the set(s), deleting them, rebuilding them, and deacquiring?

 

[mikeyb123]

you need to set the secondary DN blocking on the acd Q

It's not getting any smarter out there. You have to come to terms with stupidity, and make it work for you.

 

[atascoman]

I looked up the settings for the Dn blocking, would that prevent an ACD call from coming in when they are on their secondary DN as well?

 

[sandyml]

SDNB (secondary DN blocking) will prevent the agent's DN key from ringing while they are on an ACD call. The other way around, an ACD key ringing while they are their DN key, should never happen. The system is designed to prevent presenting an ACD call unless the phone is idle and therefore available to take the call. If you allow users to put their DN call to answer an ACD call, you still won't see an ACD call presented until they put their DN on hold. Then, the "idle" requirement is overridden to to extent that "hold" also qualifies the phone to receive a call. It sounds like Symposium is not correctly seeing the status of that phoneset.