Direct Agent Call Waiting

[VIRoots]

I have 1 call for Direct agent Call waiting in que and cannot find where this call is still holding. This particular client does not use Direct agent feature. Is there something i can status to find what port its connected to? I looked at CMS real time trunk and did not find the call holding.

 

[smokinjoe2938]

monitor bcms skill

acss sme acis sme acss cm 5.2.1 acss cm and cmm acss aura messaging.

 

[VIRoots]

i've already looked at agents who has the direct agent skill. The direct agent Skill that has been on for at least 4 days. As you can see below its not the direct agent skill.

60227 63186 Avail 13:40 0 0 0
6717 63176 AUX 13:17 0 0 0
64323 63188 Avail 13:56 0 0 0
62017 63189 Avail 14:02 0 0 1
62348 63185 Avail 13:44 0 0 0
7887 63394 Avail 13:00 0 0 0


CMS Screen Shot
kill: Carters Cust Svc Top Agts: Staffed 14 Non-top Agents
Calls Waiting: 0 Available 3 Staffed 21
Oldest Call Waiting: :00 Ringing 0
Direct Agent Calls Wait: 1 ACD Calls 2
% Ans Within 20 Secs: 100 ACW 0
Calls Answered: 20 AUX Work 7
Calls Abandoned: 0 Other 2
Top Agent Name Login ID Extn Reason State Skill/Lvl Time VD
Garcia, Rosa 1803 63439 Email/Chat AUX / :05:49
Rodriquez, Yasmin 2115 63461 AVAIL / :00:35
Patterson, Jeanette 2197 63480 OTHER / :01:42
Harris, Dana 2118 63466 AVAIL / :08:32
Tirado, Anthony 2417 63411 Email/Chat AUX / 1:22:27

 

[smokinjoe2938]

mon bcms system will status all of the skills, also monitor traffic trunk will show all calls on the system. Hope this helps

acss sme acis sme acss cm 5.2.1 acss cm and cmm acss aura messaging.