Agents with Non-DID Stations - Take ACD Calls?

[sparker001]

We have a Definity G3si V9 and CMS 8.0, ED 03. Our call center has always utilized DID numbers for our employees. We set up the station and then the agent login ID. We are now out of DID numbers. Our call center director is asking if we could use a non-DID extension. He doesn't care if calls cannot be direct inward dialed to the worker, since the ones in question are temps/contractors. He tried duping one of the DID stations in terms of setup, and now is telling me that this non-DID station can log in, but cannot seem to go into Auto-In mode. he swears everything is setup the same way with this worker as with all the others. The only difference is his extension is not a DID.

All agents are set up as with a Direct Agent skill - but not sure if Direct Agent requires a DID number. (?)

I looked at COR and didn't see anything there that seemed to be related to DID ...

I suppose the main question is: can an agent be set up with a non-DID station? Any suggestions? Other than "order new DID numbers" (which we may very well need to consider)?

Thanks in advance.

 

[AvayaTier3]

stations and agents do not have to be DID. How would the switch know?

paste the programming for one of your non-DID agents here

A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

36 years Bell, AT&T, Lucent, Avaya
Tier 3 for 26 years and counting

http://bshtele.com

 

[sparker001]

Thank you! Here is the programming of the Station and Agent Login:

STATION

Extension: 4380 Lock Messages? n BCC: 0
Type: 6416D+ Security Code: TN: 1
Port: 01A0107 Coverage Path 1: 1 COR: 27
Name: Smith, John Coverage Path 2: COS: 1
Hunt-to Station:

STATION OPTIONS
Loss Group: 2 Personalized Ringing Pattern: 1
Data Option: none Message Lamp Ext: 4380
Speakerphone: 2-way Mute Button Enabled? y
Display Language: english Expansion Module? n

FEATURE OPTIONS
LWC Reception: msa-spe Auto Select Any Idle Appearance? n
LWC Activation? y Coverage Msg Retrieval? y
LWC Log External Calls? Auto Answer: acd
CDR Privacy? n Data Restriction? n
Redirect Notification? y Idle Appearance Preference? n
Per Button Ring Control? n Bridged Call Alerting? Restrict Last Appearance? y Active Station Ringing: single

H.320 Conversion? n Per Station CPN - Send Calling Number?

Audible Message Waiting? n
Display Client Redirection? n
Select Last Used Appearance? n
Coverage After Forwarding? s

Room: Headset? n
Jack: Speaker? n
Cable: Mounting: d
Building: Set Color:


ABBREVIATED DIALING
List1: personal 1 List2: group 1 List3: system

BUTTON ASSIGNMENTS
1: call-appr 5: abrv-dial List: 2 DC: 11 2: call-appr 6: abrv-dial List: 2 DC: 12
3: call-appr 7: headset
4: abrv-dial List: 3 DC: 97 8: release
FEATURE BUTTON ASSIGNMENTS

9: auto-in Grp:
10: aux-work RC: Grp:
11: after-call Grp:
12: q-calls Grp: 41
13: q-calls Grp: 33
14:
15:
16:


AGENT LOGINID

Login ID: 7451 AAS? n
Name: Smith, John AUDIX? n
TN: 1 LWC Reception: msa-spe
COR: 37 LWC Log External Calls? n
Coverage Path: 1
Security Code:
Direct Agent Skill: 7 LoginID for ISDN Display? n
Call Handling Preference: skill-level Password:
Password (enter again):
Auto Answer: acd
SN SL SN SL
1: 7 1 6: 29 1
2: 33 1 7: 38 1
3: 25 1 8: 41 1
4: 48 1
5: 17 1

 

[lopes1211]

They probably don't have the HEADSET button pressed and lit solid.

-CL

 

[sparker001]

Somehow they got this to work - I think the issue had been a bad phoneset.

I want to thank you for, Avaya ier3, for asking for this material to review. The most important thing I learned from what you said was that DID or non-DID doesn't matter in terms of functional agents. So that is good news since we're almost out of DID numbers!

Thanks again.

 

[sparker001]

Thanks Lopes1211

 

[AvayaTier3]

Auto Answer set to acd or all means that the agent is using a headset. If the agent logs in then hangs up the phone, it will log the agent out.

This may appear to the user that it is not logging in.



A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

36 years Bell, AT&T, Lucent, Avaya
Tier 3 for 26 years and counting

http://bshtele.com

 

[AvayaTier3]

Auto Answer feature should be turned on only for agents and stations without a
handset. (i.e. Callmaster voice terminals)

agent setting for Auto Answer: acd, all, none, station (if Expert Agent)
station setting for Auto Answer: acd, all, icom, none

This turns off ringing and instead user will get ziptone on incoming calls.
This is for headset type phones only to provide zip tone on incoming calls.

Turning this field on will allow a station or agent to login, get confirmation
tone, and upon hangup of the voice terminal handset, agent will be logged off of
the station it just logged in to. This will work for voice terminals with both a
handset and headset. Just do not hang up the handset until you want to logout.

This is working as designed.


A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

36 years Bell, AT&T, Lucent, Avaya
Tier 3 for 26 years and counting

http://bshtele.com