Activity code 1

[BikeTours]

I have a request to activate activity codes on our system. Checking it looks like this has already been done before my time. The programming seems to be in place and ACNT is on a number of the sets. However the contact centre administrators don't recall anyone using it. They don't know how it works, and even after looking at the Nortel pratices I don't either.

The ACD already looks like it has been setup for not ready activity codes. LD 17 has DCUS set to 1, I have added ACNT buttons to all the sets. Symposium has activity codes in place.

I notice that the skillsets in symposium also have a default activity code in place.

It seems ready to go... so the questions I have are pretty basic but I can't find an answer in the NTPs or on this bulletin board.

1) if it is configured and working correctly and the agent is on an active call will they see the acnt button flash?
2) if the ACNT button does not flash is this because the skillset already has a default activity code assigned to it?
3) if the ACNT does not flash does the agent simply hit the AGNT key - the activity code - the ACNT key to override the default setting?


4) if not on an active call but in queue can you enter any activity codes?

5) if in not ready state will the agent see their ACNT button flash prompting them to enter a not ready activity code?
6) if in a not ready state and the agent does not see the ACNT button flash is this because again there is a default not ready activity code entry?

Basically what does the agent see and how do they use it?


here is my acd
>ld 23
ACD000
MEM AVAIL: (U/P): 45527423 USED U P: 5579007 523647 TOT: 51630077
DISK SPACE NEEDED: 942 KBYTES
ACD DNS AVAIL: 23766 USED: 234 TOT: 24000
REQ prt
TYPE acd
CUST 0
ACDN 6600

TYPE ACD
CUST 0
ACDN 6600
MWC NO
DSAC NO
MAXP 17
SDNB NO
BSCW NO
ISAP NO
AACQ YES
ASID 16
SFNB
USFB 1 3 4 5 6
CALB 1 3 4 5 6 8 11
RGAI NO
ACAA NO
FRRT
SRRT
NRRT
FROA NO
CALP POS
ICDD NO
NCFW 7000
FNCF NO
FORC NO
RTQT 0
SPCP NO
OBTN NO
RAO NO
CWTH 1
NCWL NO
BYTH 0
OVTH 2047
TOFT NONE
HPQ NO
OCN NO
OVDN
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT
RTPC NO
HOML NO
RDNA NO
LABEL_KEY0 NO
ACNT 0
NRAC YES
NDFL 000
DAL NO
RPRT YES
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
IVR NO
OBSC NO
OBPT 0
CWNT NONE


ld 17


>ld 22
PT2000

REQ prt
TYPE parm

PARM
LPIB 1850
HPIB 1000
500B 1000
SL1B 250
NCR 20000
MGCR 25
CSQI 100
CSQO 100
TUBO NO
NCPU 2
CFWS YES
PCML MU
ALRM NO
ERRM ERR BUG AUD
DTRB 100
TMRK 128
FCDR OLD
PCDR NO
TPO NO
TSO NO
CLID YES
DUR5 NO
MLDN YES
MARP YES
IPIE NO
FRPT NEFR
DCUS 1
MSCL 2000
PMSI
MANU PMS1
PMCR 0
PORT NONE
NDIS 20
OCAC NO
MTRO MR
SBA_ADM_INS 000
SBA_USER 512
BCAP SPEECH
IDLE_SET_DISPLAY
ICON YES
MSEC ON
MSSD MSNV
NKEY 31
TKEY 24



a typical set

DES 3905
TN 020 0 01 07
TYPE 3905
CDEN 8D
CTYP XDLC
CUST 0
KBA 1
ERL 0
FDN 2100
TGAR 1
LDN NO
NCOS 6
SGRP 0
RNPG 0
SCI 0
SSU
LNRS 16
XLST
SCPW
CLS CTD FBD WTA LPR MTD FNA HTA TDD CRPA STSD
MWA LMPN RMMD SMWD AAD IMD XHD IRA NID OLD VCE DRG1
POD DSX VMD SLKD CCSD SWD LNA CNDA
CFTD SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD
ICDD CDMD LLCN MCTD CLBD AUTU
GPUD DPUD DNDD CFXA 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 FLXD FTTC DNDY DNO3 MCBN
CDMR MCDD T87D PKCH
CPND_LANG ENG
RCO 0
HUNT 2100
LHK 4
LPK 3
PLEV 02
DANI NO
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
MLNG ENG
DNDR 0
KEY 00 ACD 6600 0 1978
AGN
01 MCR 5800 33
CPND
NAME IT Service Desk
XPLN 15
DISPLAY_FMT FIRST,LAST
02
03 SCR 7262 0 MARP
CPND
NAME Betty Davis
XPLN 11
DISPLAY_FMT FIRST,LAST
04 XMWK 2100 5086
05
06
07
08 MSB
09 NRD
10 EMR
11 ASP
12
13
14
15
16 MWK 2100
17 TRN
18 AO6
19 CFW 16 2100
20 RGA
21 PRK
22 RNP
23
24 PRS
25 CHG
26 CPN
27 CLT
28 RLT
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52 ACNT
53 SCN 5086 0 MARP
CPND
NAME VM HelpDesk
XPLN 11
DISPLAY_FMT FIRST,LAST
DATE 29 MAR 2010

 

[sandyml]

1) Yes
2) No
3) No
4) No - you either need to be on an ACD call, and enter an activity code or, if you have Not Ready activity codes (NRAC) enabled, you have to be in Not Ready to enter an NRAC
5) Yes - if NRAC has been properly enabled; otherwise, no
6) No

 

[BikeTours]

So If I were to summarize my understanding of the response:

regardless of whether default activity codes are set the ACNT button should flash on the agent set if everything is configured correctly and the call state is: set is in a not ready state, or agent is on an active call.

Question a: correct summary?

Additional couple of questions on the default setting.

Question b:

if agent goes:
hits flashing ACNT button - hits flashing ACNT button - does the default code get used?

Question c:
If the ACNT button is flashing and the agents doesn't do anything, doesn't touch it does the default code get used?


Basically when is the default activity code applied?

Thanks

 

[sandyml]

Sorry for being so terse. Here is some more:

- Question a: correct summary?
- Yes. In the ACD queue, the prompt to enable Not Ready Reason Codes is NRAC = yes


- Question b: if agent goes:
hits flashing ACNT button - hits flashing ACNT button - does the default code get used?
- Yes. Any time that an agent fails to enter a specific activity code, whether they hit the button as you describe or ignore it altogether, the default code will be substituted.

- Question c: If the ACNT button is flashing and the agents doesn't do anything, doesn't touch it does the default code get used?
- Yes (see above)

Question for you -- is the ACNT key not flashing for you?