CONTACT CENTER 6 - DN NOTIFICATION

[mqh123]

YEAH - We just got a the new Contact Center 6 software for our CS1000. I hope this is the same forum. If I need to go to another forum, please redirect. Thanks,

Question: This is new for me. Can you please tell me where do I change it where the agent sees flashing instead of the beep when they get a DN call when they are on an ACD call. Is it in the PBX on the individual station? or is it a global change in the PBX or is it in the CC 6 software. I am learning really fast. Thank You,

 

[Johnthephoneguy]

COS setting on the phone itself

JohnThePhoneGuy

"If I can't fix it, it's not broke!

 

[mqh123]

on the phone itself? Under ld 20, under prt, tnb?
This is a call center agent. Is there a CLS for ring and a CLS for Beep? or am I way off?

Here is the phone:

TYPE I2004
CDEN 8D
CTYP XDLC
CUST 0
ZONE 000
FDN 4300
TGAR 1
LDN NO
NCOS 6
SGRP 0
RNPG 501
SCI 0
SSU
LNRS 16
XLST
SCPW
CLS CTD FBD WTA LPR PUA MTD FNA HTA TDD HFA CRPD
MWA LMPN RMMD SMWD AAD IMD XHD IRA NID OLA VCE DRG1
POD DSX VMD CMSD SLKD CCSD SWD LNA CNDA
CFTD SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD
ICDD CDMD LLCN MCTD CLBD AUTU
GPUA DPUA DNDA CFXA ARHD FITD CNTD CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID BUZZ AGRD MOAD AHD
DDGA NAMA
DRDD EXR0
USMD USRD ULAD RTDD RBDD RBHD PGND OCBD FLXD FTTC DNDY DNO3 MCBN
VOLA VOUD CDMR ICRD KEM2
CPND_LANG ENG
RCO 0
HUNT 4300
LHK 1
LPK 1
PLEV 02
CSDN
SPID NONE
AST
IAPG 0
AACS YES
ACQ AS: TN
ASID 16
SFNB 2 5 6 9 10 11 12 13 15 16 17 18 19
SFRB 1 2 15
USFB 1 3 4 5 6 7 9 10 12 13 14 15
CALB 1 3 4 5 6 8 9 10 11 12
FCTB 1
ITNA NO
DGRP
PRI 01
MLWU_LANG 0
DNDR 0
KEY 00 ACD 7586 0 87674
AGN
01 SCR 7674 14 MARP
CPND
NAME TRACY TAFILOWSKI
XPLN 24
DISPLAY_FMT FIRST,LAST
02 NRD
03 MSB
04 ACNT
05 ADL 16 03
06 ADL 16
07 ADL 16
08 ADL 16
09 ADL 16
10 ADL 16
11 ADL 16
12
13
14
15
16 MWK 7575
17 TRN
18 AO6
19 CFW 16
20 RGA
21 PRK
22
23
24 PRS
25 CHG
26 CPN
27
28
29
30
31
DATE 28 AUG 2009

 

[mqh123]

Is it under CLS somewhere?

 

[bigindian65]

It is Call Presentation in Symposium, if it is not defined, you can define it. Looks like they are on Call Force right now. Chang it to ring.

Then you must set it per agent on their properties.




Mato' Was'aka

 

[bigindian65]

just read the rest of your post....you want it to ring on the DN or what?? CLS RNGB instead of buzz...

CLS (BUZZ)
RNGI
RNGB

Mato' Was'aka

 

[telebub]

The way I read it is that he wants the DN key to flash when an ACD call is active on that set. SCN 7674 is the only way to do that as far as I know but then that DN will never ring.

War Eagle!
Lions Baseball '09!

 

[bigindian65]

yep yep, I was gonna add SCN upon confusion, but I'm sure when not on an ACD, they will want the beep. I'm with you, either or

Mato' Was'aka

 

[mqh123]

ONE FOR THE USER!!! WOO HOO.
The correct answer is: Under options on the physical phone go to volume, then depress the BUZZ key and lower the volume all the way. YEAH. This worked. I think I was over thinking it. THANK YOU,