ACD Presents while Agent on DN 3

[jasidija]

Any idea if there is a configuration parameter I am missing that prevents ACD calls from presenting to Agents when they are on their personal line?
When extensions are logged on to the ACD and a call is made using their personal line, they are still receiving calls coming in through the ACD and the call is not routing to the next available agent.
I know the system will present a call to an agent if the agent took a call that was transferred to them internally, but it shouldn't do that if they make an outbound call, should it? It wasn't doing this before...
Shouldn't the BCM/Call Center automatically set them as "not ready" while they are on their personal line?
I thought this would be non-configurable. Before I resort to thinking there is a bug in the system, does anybody know if maybe it is a setting that I don't have set right?

 

[xtract]

Agent should logout first before using the personal extension,the reason that call is presented to the agent because the sytem see that that position is available,i dont think there is configuration for auto log-out.

 

[gberger]

When you say "their personnal line" you mean their prime dn,any of their intercom button right? If its the case the callpilot should never transfer a call to an agent that is not "idle" or free.What version of bcm do you have?

 

[jasidija]

3.7

 

[gberger]

So when an agent is on a call(intercom,outgoing or incoming)the call center send calls to that agent even he is not available? Never saw that before, aren't you sure the call is not coming from someone dialing the dn directly instead of going thru the skillset?

 

[jasidija]

Well... I didn't see it work this way with my own eyes, but the supervisor claims that the agents could make outgoing calls by dialing from their intercom line - while they are logged in - and when a call comes in, it is presenting to the line appearance on the Agent's phone, even though they are still on the outgoing call.
Supervisor claims this didn't used to work like that - that the system used to see the Agent as busy/not ready and wouldn't present the call until they were done with their outgoing call.
I found a tip in the BCM operations guide/documentation that if a call is transferred internally to an Agent, the ACD can still present calls to that agent, even while they are on the transferred call (I am guessing because the system doesn't see an internally transferred call as having priority over an incoming ACD call).
Anyway, that's all the documentation I can find - it doesn't say the same thing about the ACD being able to present a call to an agent while they are on an outgoing call. That, combined with the supervisor's report - I'm assuming that it's not supposed to happen.
I'm just wondering if there is a simple configuration that "A - Allows ACD while on call" or "B - Does not allow ACD while on call"
I'll be hunting for an option like that in the morning...

 

[gberger]

If the agent receives calls when he is on an outgoing call it's definitely not coming from the skillset but either from someones dialing the dn on the auto-attendant or someone transferring the call directly to the dn.

 

[acewarlock]

Are you sure the call was an ACD call and not just a normal call?

 

[Macoles]

Has the agent tried using the "busy mode" (feature 908)option while the call is ringing? If its an ACD call it will route it to the next agent - if not it is not an ACD call.

 

[jasidija]

Thanks Guys.
Two heads (in this case 'multiple heads') are better than one.
It's certainly appearing that it may have been a call coming in on the DN (not the ACD). We're still waiting to troubleshoot another instance - it hasn't been duplicated yet.

I couldn't find any place to make a change to the config, like I was hoping.
I did see where you can set the number of rings before presenting the call to the ACD Queue. I'm wondering if maybe having it set to '0' can be too quick - like maybe the system presents the incoming line/call to the ACD before having time to register that the Agent is busy. Sounds crazy - but it's Nortel! I know - not likely, but I'm considering increasing this parameter if the reports continue to come in.

I sure appreciate your feedback - it helps to get 'enlightened' with other perceptions of reality before getting lost in a quagmire.
Thanks.