ACD reasons codes on mitel 3300 embeded

[sescort]

I have a cxi release 6.0, with a small ACD, I need to program a reasons code for "Make Busy" but can not find where to do it, anyone know?
The system is a 3300 release MCD 6.0 (12.0), with vm acd embeded and skill

 

[jeje78]

The only thing you can do is to specify under system options whether you wan to use codes or not. The labels have to be specified under your contact center application.

 

[LoopyLou]

ACD Make Busy Reason Codes

ACD agents must enter a reason code when they place their telephones into Make Busy state. The code is displayed in the button number field of ACD Real Time Event records. As the agent presses the Make Busy softkey or FAC, the telephone displays "Enter Code". Codes only require one key press and can be any number from "0" (default) to "11" ("*" is output as "10" and "#" is output as "11"). After a code is entered, the telephone returns to an idle display with the addition of "Make Busy". Interpretation of reason codes are managed by individual call centers; call control and the ACD package do not have any means of identifying the meaning of different reason codes.

As jeje78 says you turn on reason codes in the system option and then have the agents enter a number from 0 to 11. What these codes mean is determined by the customer and programmed in the CCM software so that if the agent say a UFO they would enter a code of 10 and the CCM would then run a report on agents going make busy due to UFO sightings.

The beatings will continue until morale improves.

 

[miteltech1212]

Hi is there a way that when you use the make busy key on a handset(5330IP)you can use the scroll keys to show the reason codes that appear in the CCM ? at present when you press the make busy key you need to input the 01 / 02 etc ??

Thanks

 

[LoopyLou]

No, there is no direct link between the CCM and the system that would allow you to see what has been programmed into the CCM. The system is looking for a number 1-11.

The beatings will continue until morale improves.