DLC and DCG

[jinxs]

O.k., I have a strange problem. I have a R7 legend where the lines are answered by a AA. When the patients calling in either press 0, TO or selector code 1 they go to a calling group. The group is set for auto-logout and has eight members. Each member is a DLC, which is my eight operators in the system. The reason why we did this is because they have 34 lines and wanted all calls to be handled in this fashion. As well, they wanted the agents to have park ability and the DSS. My problem is the agents are receiving multiple calls from the DCG. I know they can receive direct calls to their ext, but shouldn't be from the DCG. Those calls should be going to the queue. As well, since it is set up for auto-logout, these "second" calls are ringing their phones and the girls arn't answering them right away. The auto-logout is logging them out of the calling group after 30 seconds. I called avaya and he said to remove them as DLC. I did, and it helped, but now they can't use the DSS's and PARK. Anybody have any reasoning why the DLC are recieving multiple calling group calls?

 

[ken07734]

I haven't set up any DLC operators in calling groups,but I would think it should work. if the lines coming in are squared on the operator phones then you would have the lines ringing on the consoles when their consoles logout for lack of answering the calls. you might want to take the lines off thier phones and add an announcement device. also check to see if the calling group is overflowing to the operators, if so then remove the overflow so the calls will remain in que and also make sure they have es2 buttons programmed so they can log back in or out as needed.

Maybe you should take all the lines and point them directly to the calling group if possible so they won't ring on the consoles.

Let me know how it goes.

 

[jinxs]

actually I don't have any lines assigned to the DLC. The lines are assigned to calling group 770, which is the vm calling group. As well, I already have an announcment device set-up for the queue. One primary and one secondary. The group isn't set to overflow either....and you are right, it should work. That is what I thought as well, and I also told the cust it would work as well. Any other ideas? Thanks in advance.

 

[GoKings]

Are you sure that the multiple calls are coming from the DCG? What is your call answer service operator set to? If it is set to 768 then the calls would be distributed among the DLC's, but not routed through the DCG. Just a thought.

 

[jinxs]

The operators have been asking the people calling in,"what did you press". So they are getting various answers. Most of them are pressing selector code one which is set to transfer to the calling group. The call answer serv. operator was 800 then when I 86'd the qcc's I changed it to the calling group 774. Like I said, the guy from Avaya was very general and really didn't have any good answers for me. All I got was a,"it should work" So, that is a $100 quote.