ACD -Meridian Option 11 C

[NewbieAtIt]

I have an ACD que setup and currently only 1 person is logged in. Justa bout all TN's are on TN 4. In load 20 I type 'stat 4' and it shows that 9 phones are loggede in.

Is there a way to reset this?

I think it has been like this for a while.

Thanks
Laura

 

[phonz1]

are you sure that they are all in the same queue?

 

[NewbieAtIt]

Yes, I did a PRT on the ACD# and it showed me all the TN's in the group

 

[bigindian65]

LD 20 will show members of, not logged in, it is showing what is on key 0 of the set. You would need to log into those sets manually with a different queue, then logout, if you do not want them associated with that queue.

 

[Eitsalo]

Symposium will show you the current status of who is login/out. Sorry this maybe off topic.

 

[PBlaney]

When you stat the card and it shows all TN's logged in when an agent is in a not ready status they are looged into the Que. Thats why when you stat the card it shows them as logged in.

 

[johnpoole]

those are good replies. an agent has tobe logged in to to either not ready or make busy.. the stat just shows the logged in.. if you do a trac against the tn in 80 it will show you the active keys..

symposium has a live report for that as well

john poole
bellsouth business
columbia,sc

 

[NewbieAtIt]

Sorry, I've been away. So, just because I see them Logged In, it doesn't mean they are accepting ACD calls? THe MSB LOG OUT indicates they havent even logged in for the day?

 

[NewbieAtIt]

Is there an easy way to tell which phones are actually accepting ACD calls? Sorry, I'm new to this.

Thanks everyone for your help!

 

[bigindian65]

It's an awefully small group, do you know the call flow? Beat up the number that goes to that Queue, put a few on hold.