Call Pilot ACD Agents

[bliemsgirl]

Does anyone know why or how and ACD agent could constantly be keeping my trunk lines on my OP11C busy? I have this problem with the CP Mini and also have about the same problem with my CP 4.0 system.

 

[grumpyone60]

Are you talking about a standalone ACD agent in the call center or your acd lines going to your CP system???

 

[bliemsgirl]

the acd lines going to the CP system

 

[sandyml]

What sort of lines do you have? Are they ground or loop start?

 

[GHTROUT]

I think sandyml is leading to the problem.'

However, there is another suspect issue. The trunks that are getting stuck could be a result of the Mail Ports "conferencing" the inbound trunk to another trunk - which would be a common event leading to a stuck trunk.

I'd check the CLS and NCOS and TGAR of the mail port TNs. If you can restrict them with CLS SRE, I'll bet you never have the problem again.



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[bliemsgirl]

we only have loop start trunks available

 

[sandyml]

I think that may be the problem, then. GHTROUT, your opinion?