ACD

[drifter56]

Hi all, I have an older Option 61C on succession 3.0, currently we are using a third party piece of equipment called Televantage to provide some ACD functionality with the users using M2008 Hands free Display sets and wireless headsets with the lifter package so they can answer or make calls while away from the desk. The Televantage client only works on XP so our IT says they have to go. I have a basic ACD group built with two agents,one on the same M2008 and one on 3904 sets, however the first issues is when the agent terminates the call and handset is let back down the agent is logged back out of the queue.
Is there anyway around that short of just leaving the handset off the hook which will force the agents to press the ACD incalls key and then activate the headset to answer the call or the reverse to disconnect? If not and assuming I can still find some M2216ACD-1 sets will that fix the issue or still have to press the ACD key and active the headset?

 

[StanleySteamer]

Try changing the HOML setting on the ACDN in LD 23. I can't remember if you want YES or NO but that is what you need to change.

 

[drifter56]

Thanks StanleySteamer, I had tried that earlier with no change in results. However I discovered as I was never a good programmer that when I built the test agents I only put a make set busy key on them. Once I put a not ready key as well after the initial login sequence they can now hang up the handset without being logged out if HOML is set to know.