Adding phone to 2 different hunt groups 1

[phoneguy200111]

Any idea why I can't get an existing phone that's in an existing ACD/Hunt group to be able to log into another hunt group while still logged into the original group? If I log in to either one, I can't log in to the other. I get the re-order tone like I'm doing something wrong.

Phone has been added to the 2ng group I'm talking about. If you do a list groups it shows it as a member of both groups. I just can't log in to both at the same time.

 

[phoneguy200111]

Anyone????

 

[SF0751]

Software version? EAS or non-EAS?

Susan
"Few things are harder to put up with than the annoyance of a good example." - Mark Twain, Pudd'nhead Wilson (1894)

 

[phoneguy200111]

G3r R5. non-EAS for these ACD groups

 

[jordy5535]

I beleive that an extension can be active in only one hunt group at-a-time. It can be a member of multiple groups, but can only log into one at-a-time.

 

[QT1]

An agent can only be logged into one ACD at a time.

 

[phoneguy200111]

Ok, here's what the book says (they can be logged into more than one split)...but my question is now, how do I determine what the limit is for this users?...as far as how many groups she can log in to? The way the book reads, she can log in to however many she wants as long as it's not over the system limit...but I don't know what that limit is, and it's not relavent here because we're only talking about 2 groups...not a bunch of them.

Here's the quote from the book:

Agent login and logout
To receive ACD calls, an agent must log into the system. An agent can be logged
into multiple splits. If a hunt group is measured by Call Management System
(CMS) or Basic Call Management System (BCMS) or is a skill, an agent must
enter a login ID; otherwise, the login ID is optional.
Login
To log in, an agent goes off-hook and dials the login feature access code (FAC),
followed by the split number and the log-in ID, if required. If login is successful,
the agent automatically enters Auxiliary Work mode for that split. The Auxiliary
Work button lamp for that split, lights steadily and the agent hears the
confirmation tone.
If the split is measured, the system sends messages to CMS or BCMS that the
agent (identified by login ID) has logged in and has entered Auxiliary Work
mode.
Login is canceled and the agent receives intercept tone if any of the following
occur during login:
* The agent dials an invalid login FAC or split number (that is, the number of
a split that does not exist or to which the agent is not assigned).
* The agent is already logged into the maximum number of splits.
* The agent dials a split number for a split that he or she is already logged
into.

 

[phoneguy200111]

No ideas?

 

[dufus2506]

Agents can belong to two and be active in two splits at the same time.

If you do a 'display capacity' command, you'll find that there are two measures of agent login licenses. One is Logged-In ACD Agents, and the other is CMS Measured ACD Members. Both are important here. If you only have 100 of each, then you can only have each agent in one group at a time (assuming that you have 100 active agents).

You might also want to check the number agents that were setup in the CMS for data storage. (If you have one.)

In the R5, I think that the limit for active agent membership was 4 groups simultaneously. (It went to 20 in R6.)

You generally have to program two sets of control buttons on each agent station. AUX, ACW, and AUTO-IN buttons have to be duplicated for each split the agent will be a member of, otherwise the agent has no real control, and can't be in the auto in mode to receive calls. FAC's can do the job, but it makes leaving a group hard, since you have to get a dial tone to enter an FAC, and that's not so easy to do in busy call centers.

The login process must be repeated for each split the agent will join. (Dial tone, login FAC, split numb, agent ID, release, dial tone, login FAC, split numb, agent ID, release.)

You might do a 'status station xxxx' and check the lower left hand part of the screen. (xxxx would be the agents station number) You should see a listing of the hunt groups the agent is a member of, and their current state in that group. If the agent is a member of both, then it should say so.

If you're using non-eas splits, make sure you remembered to list the station as a hunt group member for BOTH groups. Do a 'change hunt-group xx' and check for the agent station to be listed in both places.

Carpe dialem! (Seize the line!)

 

[phoneguy200111]

Thanks Dufus - what a name . I'm not using agent ID's. Think that's the issue? This was setup before I started working here. Here's how it's configured right now. There is a VDN that points to a vector. That vector sends calls to the hunt group in question (same situation with the other VDN/Vector/Hunt). The hunt groups have real ext numbers assigned as the members, not agent ID's or anything like that. The actual station has bridged appearences of the user's personal/non-hunt number. I think the reason why they did it like this was so they could easily replace users with new users and personal ext's instead of constantly rebuilding the ext that was in the hunt. If a user left or was reassigned, we'd remove the personal ext from that phone and bridge on a new number for the new person. So anyway, the real ext is the member of the hunt, not an agent ID. I'm not very familir with agent ID's. I've mostly done installation and haven't had to get too involved in ACD stuff. So what do you think about this now? Shed any light on it?

Here's the disp cap info from our system:
HUNT GROUPS, SPLITS, OR SKILLS
Groups/Splits/Skills: 25 575 600
Administered Logical Agents: 41 9959 10000
Administered Logical Agent-Skill Pairs: 41 64959 65000
Logged-In ACD Agents: 0 300 300
Group Members Per System: 123 9877 10000
CMS Measured ACD Members: 0 10000 10000
Queue Slots Per System: 849 14151 15000
Queue/Call Status Buttons: 39 15787 15928+

 

[dufus2506]

As long as the people are picking up the appearance of the REAL station extension (not the bridged extension... does that really make agent turnover easier?) then the login should work.

If I remember my Non-EAS configuration correctly, the agent would get a dial tone, dial the FAC to login (or press a speed dial configured with the login FAC), enter a split and then enter a login ID that is usually a three digit number. (001-999)

The login ID is used by CMS or BCMS to track calls to a particular agent, and usually only necessary if the split and agent are being measured by CMS or BCMS.

Are you certain the system does not have EAS? Your capacities show that you have 41 administered logical agents.... logical agents are an EAS feature.

If you have EAS active in the system then you really have to use it all the way for the agents. The Non-EAS ACD group features, in a PBX that has EAS optioned, are usually reserved for things like a voicemail machine or a VRU. (Which wouldn't be expected to be in two ACD groups at once.)

Carpe dialem! (Seize the line!)

 

[phoneguy200111]

Actually, the EAS you see being used there are for the voice mail hunt. This is something else that was already in place when I got here. The voice mail hunt has a VDN tied to it and a vector. When I listed agents, it shows all the voice mail ports having agent ID's, but nobody else.

 

[phoneguy200111]

Oh, and when they log in, they're pressing the proper call appearance, then pressing a login button which is the speed dial for login code along with the group they're logging in to. Login is 188 and logout is 189

13: auto-in Grp: 70 24: auto-in Grp: 40
14: aux-work RC: Grp: 70 25: aux-work RC: Grp: 40
15: q-calls Grp: 70 26: q-calls Grp: 40
16: autodial Number: 188070 27: autodial Number: 188040
17: autodial Number: 189070 28: autodial Number: 189040

 

[phoneguy200111]

Well folks, I think I fogured out what is causing the problem - Multiple Call Handling. It's set to 'one-forced' on each of the groups I'm dealing with and it won't allow you to log in to both if that's enabled. I set up to test groups and put my phone in the test groups. With multiple call handling set to 'none', I can log in to both groups with no problem.

 

[phoneguy200111]

And here it is from the book (I'm in a non-EAS environment):

You can use MCH in an Expert Agent Selection (EAS) or non-EAS environment.

* With EAS, you can administer any combination of MCH and non-MCH
skills for an agent. If an EAS agent is a member of both MCH and
non-MCH skills, he or she can handle multiple simultaneous ACD or Direct
Agent Calls only in the MCH skills.

* Without EAS, agents can be logged into only one split if it is an MCH split.
Similarly, a non-EAS agent logged in to a non-MCH split cannot log into an
MCH split.