Agent is not getting direct calls or transferred call to extension.

[NewbieCarol]

Should our agents be able to receive incoming direct or acd calls when in ACW? We changed the COR on some of the agents for service observing and it appears that the new cor may be the issue but I don't know why. We have a CM 6.3 with CMS R15. The calls will ring once at their phone and then go to voicemail.

 

[joe2938]

send all calls activated, status station to find out

 

[NewbieCarol]

Send all calls NOT activated.

 

[joe2938]

on the cor for the agent, is direct agent calling set to yes

 

[joe2938]

Also, ACW Agents Considered Idle? in system parm features, ours is set to yes

 

[7deedtz]

You must enable direct agent calling on the new COR

 

[NewbieCarol]

There were some options on the new COR that did not match the original COR before changing the service observe, including the Direct Agent Dial. I have now made the two COR's nearly identical and I think that may have solved the problem. Thanks for all your help!