Automatic ACW Issue?

[wenparkhay]

Have a complaint from two seasoned call center reps that their phone is going to acw automaticatically sometimes. The skill does not have the ACW timer set. Also had them send me call examples with times...I found the calls in Avayay Contact Analyzer and looked at every vdn the call passed through...no ACW set on the vdns. I even pulled a list of all of our vdns and not one has the ACW timer set. The phone programming is set to auto-in. They do work from home and use Avaya IP AGent 7 and both agent ids are set for auto-answer. They are also multi-skilled. They say they have the occasional auto acw happen even when they come in to the office. It does not happen every day and it does not happen on every call coming in from this skill. I'm at a lost and looking for suggestions.

 

[Mark568B]

First thing I would do would be to turn on the Agent trace in CMS. Are they using Telecommuter or Road Warrior?

 

[simreal]

I agree with Mark. I would run the agent traces. This will tell you if the agents pressed the buttons or not.


Tell them to keep track of these incidents (times/dates) so you can find them in the trace logs.


They should also report these asap as those logs tend to get lengthy.


FYI .. I recommend disabling the agent traces as soon as you are done testing. Heavy usage of agent tracing can cause issues if the traces are left running.

- Miguel

A very wise and well respected man once told me "Shut Up!".