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ACD sets going into NRD after a call transfer
- Thread starter UOFL
- Start date
- Thread starter
- #3
REQ PRT
TYPE: tnb
TN 8 0 9 2
SPWD
DATE
PAGE
DES
DES BCC
TN 008 0
TYPE 2616
CDEN 8D
CTYP XDLC
CUST 0
AOM 0
FDN 4250
TGAR 1
LDN NO
NCOS 4
SGRP 0
RNPG 0
SCI 0
SSU
LNRS 16
XLST
SCPW
CLS CTD FBD WTA LPR MTD FNA HTA ADD HFA
MWA LMPN RMMD SMWD AAD IMD XHD IRD NID OLD VCE DRG1
POD DSX VMD CMSD SLKD CCSD SWD LNA CNDD
CFTD SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD
ICDD CDMD LLCN MCTD CLBD AUTU
GPUD DPUA DNDD CFXD ARHD FITD 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
CDMR
CPND_LANG ENG
RCO 0
HUNT 4250
LHK 3
PLEV 02
CSDN
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 4681 0 2871
AGN
01 NRD
02 MSB
03 SCR 4054 0
04
05 TRN
06 CFW 4
07
08 AO6
09
10 SCR 2616 D
11 ACNT
12 ADL 16
13 ADL 16 3960
14 ADL 16 4882
15
DATE 30 AUG 2007
TYPE ACD
CUST 0
ACDN 4681
MWC NO
DSAC NO
MAXP 6
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT
SRRT
NRRT
FROA NO
CALP POS
ICDD NO
NCFW 4250
FNCF NO
FORC NO
RTQT 0
SPCP YES
OBTN NO
RAO NO
CWTH 1
NCWL NO
BYTH 0
OVTH 2047
TOFT NONE
HPQ NO
OCN
OVDN
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT
RTPC NO
STIO
TSFT 20
HOML NO
RDNA NO
LABEL_KEY0 NO
ACNT 000
NRAC YES
NDFL
DAL NO
RPRT YES
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
IVR NO
OBSC NO
OBPT 5
CWNT NONE
TYPE: tnb
TN 8 0 9 2
SPWD
DATE
PAGE
DES
DES BCC
TN 008 0
TYPE 2616
CDEN 8D
CTYP XDLC
CUST 0
AOM 0
FDN 4250
TGAR 1
LDN NO
NCOS 4
SGRP 0
RNPG 0
SCI 0
SSU
LNRS 16
XLST
SCPW
CLS CTD FBD WTA LPR MTD FNA HTA ADD HFA
MWA LMPN RMMD SMWD AAD IMD XHD IRD NID OLD VCE DRG1
POD DSX VMD CMSD SLKD CCSD SWD LNA CNDD
CFTD SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD
ICDD CDMD LLCN MCTD CLBD AUTU
GPUD DPUA DNDD CFXD ARHD FITD 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
CDMR
CPND_LANG ENG
RCO 0
HUNT 4250
LHK 3
PLEV 02
CSDN
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 4681 0 2871
AGN
01 NRD
02 MSB
03 SCR 4054 0
04
05 TRN
06 CFW 4
07
08 AO6
09
10 SCR 2616 D
11 ACNT
12 ADL 16
13 ADL 16 3960
14 ADL 16 4882
15
DATE 30 AUG 2007
TYPE ACD
CUST 0
ACDN 4681
MWC NO
DSAC NO
MAXP 6
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT
SRRT
NRRT
FROA NO
CALP POS
ICDD NO
NCFW 4250
FNCF NO
FORC NO
RTQT 0
SPCP YES
OBTN NO
RAO NO
CWTH 1
NCWL NO
BYTH 0
OVTH 2047
TOFT NONE
HPQ NO
OCN
OVDN
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT
RTPC NO
STIO
TSFT 20
HOML NO
RDNA NO
LABEL_KEY0 NO
ACNT 000
NRAC YES
NDFL
DAL NO
RPRT YES
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
IVR NO
OBSC NO
OBPT 5
CWNT NONE
bigindian65
Technical User
Acquired in Sym, so I guess the queue does not matter, except for default mode. Have you checked your Sym config for Call Presentation Classes?
MrPederman
Vendor
I'm not sure if these scenarios apply to your situation, but I could re-create them in the past.
A)Call scenario that causes the set to go to Walkaway mode:
1. Agent answers an ACD call by picking up the handset from the cradle
2. Agent puts call on hold by pushing the Hold key and replacing the handset onto it's cradle
3. Agent returns to call by pressing key 0 and talks to caller via Handsfree mode
4. Agent either hangs up by pressing the RLS key or the agent transfers the call by pressing the transfer key, dialing the number and pressing the transfer key again to complete the transfer.
5. The set now is in Walkaway mode with the Not Ready key flashing and no calls are terminated to set. To receive calls again, the agent must pick up the handset and push the Not Ready key or log out and back in.
B)
Agent A lifts handset on a multiple appearing DN to answer a call, the he puts call on hold and returns handset to onhook position, Agent B retrieves call from hold.
pep p20158_1.cpp would fix this issue, but this patch is considered a workaround while PLM decides if it should develop a new prompt to address the situation. Currently it defeats design intent but lacks supporting documentation. A seperate or clone CR will be opened against the NTPs.
A)Call scenario that causes the set to go to Walkaway mode:
1. Agent answers an ACD call by picking up the handset from the cradle
2. Agent puts call on hold by pushing the Hold key and replacing the handset onto it's cradle
3. Agent returns to call by pressing key 0 and talks to caller via Handsfree mode
4. Agent either hangs up by pressing the RLS key or the agent transfers the call by pressing the transfer key, dialing the number and pressing the transfer key again to complete the transfer.
5. The set now is in Walkaway mode with the Not Ready key flashing and no calls are terminated to set. To receive calls again, the agent must pick up the handset and push the Not Ready key or log out and back in.
B)
Agent A lifts handset on a multiple appearing DN to answer a call, the he puts call on hold and returns handset to onhook position, Agent B retrieves call from hold.
pep p20158_1.cpp would fix this issue, but this patch is considered a workaround while PLM decides if it should develop a new prompt to address the situation. Currently it defeats design intent but lacks supporting documentation. A seperate or clone CR will be opened against the NTPs.
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