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Avaya One X Agent 2.5 ACW issue

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noside12000

Technical User
Jan 23, 2012
19
US
Hi Guys,

Has anyone encountered this issue already? Any advise would be appreciated.

We have users of Avaya One X Agent whose call setup is on ACD and they're receiving calls by station ring (associate picks up the phone the answer the call) and after the call, there's an automatic 10 second ACW for the associates to log any details on the call etc.

The thing here is that, when they are on the call, they press the ACW button in order for them to be on ACW after the end of the call but it turns out the ACW does not kick-in (they can tell by the light indicator on the ACW) and it goes on Auto-in after which gives them trouble since a new call would go in already.

We already checked the CMS agent trace and on the list trace staiton and it seems when the associates press the ACW button, it does not register on the PBX or CMS.

Some resolution that we did is we re-configure the associate's One X profile but issue will come back after 2-3 days.

What the associates are doing as a workaround is that, during the call, they press the Aux-work (code no.) and then they press the ACW button.




 
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