Calls coming in through ACD Line while agents on DID

[CTarv]

We're having a problem with agents receiving incoming ACD calls if they are available while they are on their DID line. I don't remember this being a problem in the past, and It is not happening to all of our call center agents. Is this a class of service issue, or a setting in Symposium. We are currently running 5.0.

 

[pbxn]

that has been an issue in call centers all over and no real fix as it is one, a management issue, and two if they have a did there is not a way I know of short of taking it away to prevent it.
I started running reports, and showed the lazy people to management to let them handle it.

 

[sandyml]

No, calls should not be coming in on the In Calls keys if the agent is active on their DID line; that is a fundamental design of Nortel ACD. It sounds as though Symposium doesn't correctly "see" that the phone is not idle. Have you checked your patches on the PBX and Symposium, so be sure you have them all?

 

[DancingDave]

I would check that for the turret programming has both the Pos ID (Key 00) and the extension number/DDI (key n) configured for AST.

For example, we have our extension number on key 4, so the setting is AST 00 04. I assume IAPG is already set to 1.

DD

 

[greenwave2]

Will checking the patches help, and if so how do i go about doing that??

 

[nortelinsd]

In Symposium, go to Call Presentation Classes. In the Call Presentation Class Properties there is a check box that if you check it will allow the agent to place the DN call they are on, on hold to answer the incoming ACD call. Now if you don't check this box they should not get an ACD call while on a DN call even if they are logged in.

If a tree hugger falls in the woods...who cares?