DWC on Supervisor 3905 set

[LittleGremlins]

We have recently installed SCCS 4.2. We have agent 2216 and 3905s. We have been testing the DWC key, not supported in SCCS. We have been successful at seeing # of active or logged in agents via the DWC key. If we have 2 agents logged in, one with 22 skillsets and one with 5 skillsets. The display will indicate 27 manned. The calls waiting will indicate the total number of calls waiting. And the longest wait time works as well.

However, the DWC key on the supervisor sets indicates 0 manned and 0 calls waiting and 0 for the longest wait time.

Has anyone had any success with the DWC? Does something have to be programmed different on the Supervisor set?

Thanks.

 

[sandyml]

From your description, the DWC key is working normally for a Symposium environment. It will behave differently depending upon whether the phoneset is a supervisor or an agent set, as you noted. If you place a call to the ACD queue and there are no agents available, you will see the DWC key on the supervisor's set will show the call waiting. However, the display for agents will add up the skillset entries just as you describe. Sorry. Have you considered using Symposium Web Client for agent desktop displays and supervisor displays, or GRTD?

 

[LittleGremlins]

Yes, we are planning to roll the web client out as a phase II or feature enhancement project. Long story.