activity code name not updating / ccm 5.0

[phonetech2012]

I am trying to simply update the name on one of our existing activity codes for a not ready state. I changed the activity code name first, and tested but still had the old name display on the agent's set. I then outed the code, rebuilt it, but still same results. I even outed the activity code, and left it out, tested, and the old name still showed up on the agents phone display? What am I missing? Thanks

 

[effort1584]

Not sure of your version, so this may not apply. You may need to change both the Name field and the Display Name field.

http://www.tek-tips.com/viewthread.cfm?qid=1736814

 

[KillianK]

have you stopped and started the services on CCMS?

 

[phonetech2012]

Hi, no I have not done anything with the services. I was going to do the old reboot and see what that does. But thanks, I will try the services first.

 

[KillianK]

or maybe the restart HDC service, that would be none service affecting, I had a look at the dependencies for the service. Just make sure TFE service is not a dependency that would stop your call routing (scripts). If that fails, then stop all the ccms services, which as you know will be service affecting

 

[phonetech2012]

We rebooted the ccm server today but the not ready activity codes did not update. Am I doing this in the wrong place? I am going to switch admin / activity codes, and changing it there. I also built a new test code which did not work either?

 

[KillianK]

what software is it, symposium, cc6, cc7 or aacc?

 

[phonetech2012]

We are on rls 5 for the contact center

 

[KillianK]

ccma, configuration, activity codes?

 

[phonetech2012]

I open my shortcut on my desktop to the SMI window and go into switch config, then activity codes and make the change. If I go into the web client and go into config, from there I can see the change I made to the activity code but it still doesn't show up on the agents set.?

 

[KillianK]

it never does show up on the set, but only in the report?

111 make booking

agent activity report, it should show up on that,

you can look at the EB log on the CCMS to check that the code is being entered, i think the field is activitycodestat = 111 or whatever.

 

[phonetech2012]

Great, thank you. I will check the log and reports.

 

[phonetech2012]

All the reports I run show only the default activity code of 000..?

 

[KillianK]

OK that says to me, that as you say the default activity code being used, this normally when a the code is not known or wrong code entered.

so lets go back to basics.

Press the activity code key -> enter activity code -> press the activity code key. No # after the number

So there are 2 reports, when the agent is on a call, the key flashes, then agent enters the activity code.

There is also the Not Ready reason codes, so if you are entering the code not on an active call, so check the not ready reason code report also

Not that it makes a difference, how many digit

 

[phonetech2012]

The activity code we are changing the name to is a 1 digit code.This is used for not ready code. I am told by some agents that they do see the activity code on the phone display after hitting not ready, acnt key, enter activity code, acnt key. I tried these steps and did not see any codes come up at all on the phone display. When I run reports I only see the default codes.? I would think this is a simple change to do ..?

 

[Utreg]

If the Activity key is not flashing check if the NRAC prompt in LD 23 of the ACD Queue is set to: YES

 

[phonetech2012]

Good thought thanks, I already checked that and it is set to yes. When we hit the not ready key the acnt key starts to flash.