cannot log out of ACD queue

[oceannative]

I have 5 agents on a queue, using 2616 phones.

Key 0 ACD 4998 0 4930
Key 1 MSB
Key 2 NRD
Key 3 AO6
Key 4 RNP
Key 5 CFW 4
Key 6 TRN
Key 8 SCR (private DN)
Key 9 SCR (private rollover)
Key 10 NUL
Key 11 BFS
Key 12 BFS
Key 13 BFS
Key 14 XMWK 4988
Key 15 NUL
Key 16 SCN 4988 (phantom AOM)

When agent is not taking calls, they press their NRD key -- if they press their MSB, their phone busies out (like it is supposed to); however, if they press it again, they are back in the queue, not logged out. I've tried it with their NRD key active and not active and cannot get these phones out of the queue.

When the supervisor wants to make sure enough agents are available, it looks like they are all logged in (which they are); however they are just in NRD.

Also, this does not give us an opportunity to use the NCFW feature for the queue - instead callers here "all agents are busy" then they get the same message they hear during the day (calls do not wait in queue = if no one is available, the call goes straight to voicemail.).

Thanks in advance for any assistance!

 

[bigindian65]

LD 23 ACDN
How is HOML set? Chg to no, making the only logout option MSB key.

 

[oceannative]

I don't see that option on the existing queue - I tried adding a new one as well and that option didn't appear...

 

[bigindian65]

You have no homl prompt on your ACD DNs in ld 23???

TYPE ACD
CUST 0
ACDN 8810
MWC NO
DSAC NO
MAXP 150
SDNB NO
BSCW NO
ISAP YES
VSID
AACQ NO
RGAI NO
ACAA NO
FRRT
SRRT
NRRT
FROA NO
NCFW
FNCF NO
FORC NO
RTQT 0
SPCP NO
OBTN NO
RAO NO
CWTH 1
NCWL NO
BYTH 0
OVTH 2047
TOFT NONE
HPQ NO
OCN NO
OVDN
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT
RTPC NO
STIO
TSFT 20
HOML NO *****Not there???*****
RDNA NO
NRAC NO
DAL NO
RPRT YES
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
IVR NO
OBSC NO
OBPT 5
CWNT NONE

 

[oceannative]

Here's the print:

TYPE ACD
CUST 0 
ACDN 4998
MWC  NO  
DSAC NO  
MAXP 8 
SDNB NO  
ISAP NO  
AACQ NO  
RGAI NO  
ACAA YES 
FRRT 
SRRT 
NRRT 
FROA NO 
NCFW 7000
FNCF NO  
FORC NO  
RTQT 3 
RTQO NRD
SPCP NO  
OBTN AGT 
RAO  NO  
CWTH 1 
NCWL NO  
BYTH 1 
OVTH 0 
TOFT 18 
HPQ  NO 
OVDN 7000   
IFDN 
OVBU LNK LNK LNK LNK 
EMRT 
MURT 2

 

[bigindian65]

You get nothing after music route prompt? No reporting options, ivr? Something is not right there.

 

[EddieDuece]

Looks to be missing half the prompts?

 

[jaxuser]

What s/w are you running? LD 22 ISS
Also, what ACD Package? LD 22 PRT PKG

 

[bigindian65]

Looks like a terminal emulation with too low of a display buffer.

 

[oceannative]

Yeah, I thought that was strange, too --

ISS:
VERSION 2311
RELEASE 25
ISSUE 30 + MDCS01 CALA00

PSWV VERSION PSWV 53

ACD PKG: ACDA 45

 

[jaxuser]

You must have BACD (Opt 40) in order to have the HOML prompt.

 

[oceannative]

I missed that one -- our BACD is 40.

 

[jaxuser]

Do you have a SCB built in LD 23? If not, build one and reprint your ACDN to see if the HOML prompt shows up. I found this in the Nortel Knowledge Base.

Solution Detail

HOML prompt missing in LD23.

--------------------------------------------------------------------------------

Problem Description

Fact:
Commercial Processor Platforms

Symptom:
HOML prompt missing in LD23.

Cause:
Auxiliary data systems or schedule data block packages are restricted.

Problem Resolution

Fix:
Refer to NTP 553-2671-110. Order ACD package 50.

Affected Products
Meridian Core

 

[oceannative]

Looks like I'm stuck then... we don't have package 50. Thanks for all your help!

 

[jaxuser]

What about the SCB? Do you have one built?
LD 23 PRT SCB

 

[oceannative]

SCH0751 - ACD package is not equipped...

 

[jaxuser]

Found and old switch with Pkgs 40, 41 and 45 and it doesn't have the HOML prompt either. Must have to have at least C. I'll post anything new I find.

 

[jaxuser]

Do you have access to the nortel website or to an ACD feature document? If not, I'll post what I found. Should be able to logout using MSB key by pressing once. Pressing again will log them back in.

 

[oceannative]

Right, that's the issue... when they press MSB once, they are logged out, but their phone is in busy status, so they cannot get calls on their personal line... when they press MSB a second time, they are back in the queue... When the supervisor wants to know how many agents are logged in taking calls, she sees all the agents available, even though only two or three are not in NRD status... -- makes it kind of tough on her to tell how many agents are really taking calls...

 

[jaxuser]

Here it is from the "Horses Mouth". System must have been engineered and sold without considering customer would ever need a true call center situation. This is straight out of the NTP 553-2671-110. (Basic) refers to ACDA Pkg.

Log Out (Basic)
To log out, the agent enters the SPRE code plus 97 and goes on-hook. The
agent is now logged out, and a standard dial tone sounds when the telephone
is off-hook.
Beginning with X11 Release 19, M2216, M2008, and M2616 telephones,
equipped with display units and ACD package D display the “LOGGED
OUT” message when the Make Set Busy (MSB) key is deactivated by doing
the following:
— disconnecting the headset or handset, if HOML (Handset On-Hook
Means Log out) is enabled in LD 23
— placing the handset on-hook
When HOML is not enabled in LD 23, the Make Busy key must be used to
log out. If no Make Busy key is available, the agent must use the headset or
handset to log out. The moment an agent logs out, the following occurs:
— The agent position is removed from the ACD idle agent queue.
— All reporting against that position stops.

Make Set Busy key (Basic)
Meridian 1 ACD digital telephones can have the Make Set Busy key
programmed, except for the 500/2500 telephone, which does not have this
key or lamp function.
The Make Set Busy (MSB) key causes an agent position to appear busy to the
system, preventing the agent from receiving any calls. Activating the Make
Set Busy (MSB) key removes the agent from the queue and logs out the agent
from the system. The MSB lamp is steadily lit, and the DWC key display is
cleared.
Calls presented to but not answered by this agent return to the top of the same
queue from which they came. Pressing the MSB key does not disconnect an
active call, but prevents further calls from being presented to that agent
position. Neither IDN nor ACD calls can be received while the MSB key is
activated. The agent can, however, originate calls from the DN key.
When the MSB key is deactivated, the agent receives incoming IDN calls.
The agent must log in to receive ACD calls.
If all the agent positions assigned to an ACD DN are in the MSB mode, that
ACD DN is automatically placed into Night mode. ACD Night mode is
independent from the Night Service activated at the attendant console and can
be different for each ACD DN. See X11 features and services for more
information.