After Call Work Code help

[whickerman]

I am trying to set up After Call Work codes for our Sales Team.
I have read through loads of instructions on setting them up and I thought I had done every thing required (as confirmed by a guy at another company who did the same thing)

This is what I have done.

Call Work Codes;
Defined in CMS

Phone Stations;
I have added
'work-code' button
'after-call' button

And also added a 'Manual-In' button as was told it doesnt work with 'Auto-In' that we were already using.

Hunt Groups;
I have put a 'y' value in the 'Forced Entry of Stroke Counts or Call Work Codes?' on every Sales hunt group.

Feature Access Codes
I have set up FACs for;
'After Call Work Access Code'
'Manual-in Access Code'

Is there anything else that needs doing to get this working?

 

[whickerman]

no one?

 

[TykeUK]

Just a couple of things to check (maybe you have done already - if so my apologies).

Ensure that the CWC's are defined in Call Centre Administration in CMS (not just added into the dictionary).

Check the system-parameters customer (page 6) and ensure the Call Work Codes Field is set to "y"

Are you having any specific problems?

 

[whickerman]

Thanks for the reply.

Call Centre Administrattion has 93 CWCs defined and also in the dictionary.

Call Work Codes field in system-parameters customer options is set to 'y'

Problem is, when they press the 'work-code' button it is supposed to put a prompt on the screen whether in the call or just after, and then they put the cwc in and press #.
Currently it doesnt bring up the prompt and just beeps when they press a cwc.

 

[TykeUK]

I can't think of anything else that you could have missed.

Have you removed the Auto-In buttons from their phones?

 

[whickerman]

No left them on in case it didn't work.
It seems to be OK with them having both Auo-In and Manual-In.

I will try removing Auto In and see if that works.

 

[TykeUK]

I just thought maybe when they were trying this they had selected Auto In instead of manual? Knowing how users are sometimes that wouldn't suprise me!

 

[nohuhu]

whickerman,

look at cms data storage allocation and check if it has any space defined for call work codes. i had an issue like that, right steps to check are: data storage allocation -> cwc definition in call center administration -> cwc definition in dictionary. after that cwc worked.
also make sure your agents are using this feature properly: they should press work-code button, enter a code and then press # button as an end-of-code indication.