Allow participation in ACD without logging in

[cshbell]

We have an ACD set up for which we have two supervisors who would like to be able to participate in the queue if need be, but generally want to stay logged out. The conditions for which they would join the queue would vary based on staffing, e.g. nothing that I can define overflows for, I don't think.

Assuming they're part of the ACD (KEY 0 ACD), their standard two options for staying out of the queue are NRD and MSB keys. In the NRD case, they still show up as logged in when a DWC key is pressed, which they don't want to do. However, in the MSB case, they don't show up as logged in but obviously also don't receive calls to their personal line (KEY 1 SCR).

Is there an obvious solution I'm missing that will let them not be logged out (an MSB equivalent) that will still let them answer their personal lines?

 

[GHTROUT]

If it were my system, I'd give the Sup's two phones. You get a lot more ease of use that way I think.

[©] GHTROUT.com [⇔] A Variety of Free Resources for Nortel Meridian/CS1000 System Administrators

 

[yyrkroon]

press msb twice, so the phone isn't in this state - msby logout

 

[yyrkroon]

and the msb key isn't activated

 

[cshbell]

Pressing the MSB key doesn't have the effect that yyrkroon described. I'd considered two phones, as GHTROUT also suggested, but would like to keep them on a single M3904 if possible. Any other suggestions?

 

[Johnthephoneguy]

If your MSB key is not working then you have bigger issues than the manager wanting everything.

GHTROUT's suggestion is the best one.

JohnThePhoneGuy

"If I can't fix it, it's not broke!

 

[cshbell]

Shouldn't the M3904 display a message on-screen about it being logged out, though? When the MSB key is pressed twice, neither Set Busy Activated nor Not Ready appear on the screen, leading me to believe that the phone is in a state where it would accept ACD calls, and furthermore, when the MSB key is pressed twice, the logged-in agents counter on the DWC key does not decrement. This is all expected behavior for the MSB key, so I'm confused by yyrkroon's suggestion and/or why John thinks the MSB key therefore isn't working.

Am I misunderstanding its functionality, or misreading one of the messages?

 

[bigindian65]

I think it is working fine (MSB) but is not a solution to his problem (being logged out is not)

"Assuming they're part of the ACD (KEY 0 ACD), their standard two options for staying out of the queue are NRD and MSB keys. In the NRD case, they still show up as logged in when a DWC key is pressed, which they don't want to do. However, in the MSB case, they don't show up as logged in but obviously also don't receive calls to their personal line (KEY 1 SCR)."

Mato' Was'aka

 

[Johnthephoneguy]

Based on your statement of "Pressing the MSB key doesn't have the effect that yyrkroon described " meant to me that it was not working. Either it states logged out or set busy activated, or it doesnt work.

Are you saying it does say those, or it does not say those?

JohnThePhoneGuy

"If I can't fix it, it's not broke!

 

[bigindian65]

I think his Subject line - Allowing participation in ACD w/o logging in - is a No. Either you are logged in or you are not.

Mato' Was'aka

 

[cshbell]

John: Pressing the MSB key once puts the phone in make busy mode and displayed Set Busy Activated, as expected. yyrkroon's message said, "press msb twice, so the phone isn't in this state - msby logout," which I took to mean that pressing the MSB key twice would put the phone into a different (or a third) mode than either set busy or not set busy. But obviously, the function of the MSB key is binary -- set busy is either on or off. yyrkroon's was worded in such a way that I didn't understand what was meant.

In either case, I'll give the supervisors in question two phones. It's disappointing that this is a limitation.

 

[sandyml]

cshbell, in reading your initial post -- pressing MSB once logs you out and busies out your phone -- no incoming calls to your DN. Press MSB one more time and you are just logged out, but can receive personal DN calls. Whether or not you can initiate an outbound call when logged out is an option that is programmed in the ACD queue, so you may or may not have that option for that queue. In addition, there are parameters governing how agents log in -- do they use a login ID? That is an option that is programmed for the system as a whole, so that would be helpful to know.

I am assuming you are just traditional PBX ACD and not CCMS or Symposium.

 

[husker0910]

sandyml, this is exactly what we do for our supervisors and it works just like you described. We also have agents who only take calls when the queue is busy so they stay logged out most of the time, and still take personal DN calls on key 3. They press MSB key twice to log out and their line still rings.

 

[cshbell]

Thanks for the update! You are correct that this is a traditional PBX ACD and not CCMS or Symposium.

Which option in the ACD configuration specifies whether or not an outbound call is allowed? Do I assume that it's something in LD 23?

Our agents don't log in using a login ID. At least, I don't think they do. Their ACDs have an agent ID (e.g. their KEY 0 is programmed as KEY 0 ACD 5055 4500, where 5055 is the ACD and 4500 is their agent ID).

Thanks for your help. I'm learning the ACD setup as I go, so I appreciate everyone's help and patience with what are probably simple questions.

 

[yyrkroon]

Pressing MSB once will log you out and busy out your phone(no incoming calls to your DNs), pressing MSB once more, deactivate the MSB and allow you to receive DN calls but you're still logged out.

If you stat the TN, you'll see that it will say MSB Logout if you press MSB once, and Logout if you press MSB twice.

Either case, you're still logged out; however, in one, you can still receive calls on your DN.

 

[Nortellian]

Pressing MSB key twice does not log phone out. This may be because we are not using agent pos id for logging in. If MSB is pressed and the LCD is lit solid the phone is in MSB, logged out, and will not receive calls to the DN, they go directly to voice mail. If MSB is then pressed again , LCD is not lit, when I stat the card the phone is now logged in. Again this may be this way because we are not using Agent POS Id. All the people that posted that pressing MSB twice logs the phone out please let me know if you are using agent pos. id's because pressing MSB twice for me "DOES NOT LOGOUT THE PHONE". I jumped on this thread because we are experience the exact same issue that this poster has described.

 

[sandyml]

Nortellian -- agent position ID is a required parameter to program an ACD phone. This is not the same thing as agent login ID (although a lot of call centers have their agent login IDs match the phone position ID).

So -- is this an ACD phone or a regular phone? Next, do you by chance have the ACD queue programmed for auto login? Finally, do you have any other equipment interfacing with your system that controls the phone (CTI, etc.)?

Post a printout of the set's programming and that of the ACD queue, if you would.

 

[Nortellian]

Right, you program agent pos id on key zero but wether or not an agent is require to press the incall button and enter their agent id is configurable. We currently have this turned off.

This is a supervison ACD set. The only reason it has been configured as an ACD set it so they can have a DWC key.

If they press MSB and the led is lit they cannot recieve calls to their personal DN. If they press MSB again and the led goes out they are logged into the queue. If Not Ready key is then pressed and I stat the card their TN is on, it shows the TN as logged out however if the DWC key is pressed it will show the manned positions to have increased by one. when I then press msb and press the dwc key the manned positions will decrease by one but they are now back to where they cannot receive DN calls.

DES 1061
TN 012 1 04 10
TYPE 3904
CDEN 8D
CTYP XDLC
CUST 0
FDN 574800
TGAR 8
LDN NO
NCOS 5
SGRP 0
RNPG 8
SCI 0
SSU
LNRS 16
XLST
SCPW
CLS CTD FBD WTA LPR PUA MTD FNA HTA TDD HFA GRLD CRPD STSD
MWA LMPN RMMD SMWD AAD IMD DOS XHD IRA NID OLA VCE DRG1
POD DSX VMD CMSD 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
USRD ULAD RTDD RBDD RBHD PGND FLXD FTTC DNDY DNO3 MCBN
OUSD OBPD CDMR
CPND_LANG ENG
RCO 0
HUNT 574800
LHK 4
LPK 0
PLEV 02
CSDN
AST
IAPG 0
AACS NO
ITNA NO
DGRP
PRI 01
MLWU_LANG 0
MLNG ENG
DNDR 0
KEY 00 ACD 5716 0 2211
SPV
01 NRD
02 MSB
03 SCR 5505 0 MARP
CPND
NAME TEST NAME
XPLN 13
DISPLAY_FMT FIRST,LAST
04 SCR 2505 0 MARP
CPND
NAME TEST NAME
XPLN 13
DISPLAY_FMT FIRST,LAST
05 DWC 5716
06 ADL 16
07 ADL 16
08 ADL 16
09 ADL 16
10 ADL 16
11 ADL 16
12
13
14
15
16 MWK 574800
17 TRN
18 AO6
19 CFW 16
20 RGA
21 PRK
22 RNP
23
24 PRS
25 CHG
26 CPN
27 CLT
28 RLT
29
30
31
DATE 30 JUL 2009




TYPE ACD
CUST 0
ACDN 5716
MWC YES
MAXP 10
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA YES
FRRT 11
FRT 10
SRRT 11
SRT 60
NRRT
FROA NO
CALP POS
ICDD NO
NCFW 574800
FNCF NO
FORC NO
RTQT 4
RTQO MSB
SPCP YES
OBTN NO
RAO NO
CWTH 1
NCWL NO
BYTH 0
OVTH 0
TOFT NONE
HPQ NO
OCN NO
OVDN
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT 5
RTPC NO
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
IVR NO
OBSC NO
OBPT 5

 

[cshbell]

Nortellian, let me (the original poster) save you a lot of time and frustration: I ended up keeping the supervisors in the queue and having them use the NRD key instead of the MSB key. They're the only ones that log out with NRD -- everybody else is required to log out with MSB. Since we know how many supervisors there are (in our case, 5), I've instructed them to take the number of logged-in agents in the queue and mentally subtract 5 from that number to get the number of non-supervisor agents who are logged in.

It's unbelievable to me that this is a limitation of the CS1000, but I never found a workaround (except the other options of giving them two separate handsets -- one for ACD and one for personal). Maddening.

 

[Johnthephoneguy]

I guess I missed what is the limitation?

You have supervisors that can't log in or out the way they want?

I've worked in many call centers and the MSB key has never been maddening for anyone. it's just an on/off switch.

JohnThePhoneGuy

"If I can't fix it, it's not broke!