Manual ACW call shows agent in AUX 0 state

[signaldawg]

Here is the situation: Agents answering calls in multiple split/skills. When they want to make an outbound call, they manually push ACW button. I do not use timed ACW because we are an emergency dispatch center. I am running ACM 3.1.0 with a pair of S8710s. Call Center is 3.0. The telephone sets are 8410Ds. My CMS server is running 13.1

The problem: The agent state should not change to AUX 0 if they are in ACW making outbound calls in ACW. It should be ACWOUT. Am I missing something in the grand scheme of things? I have tested it from a station at my desk with test grp setup exactly as the call center (COR, COS, hu grp, vdn settings, etc. and i can not duplicate the problem.) We have a case opened with Avaya and they have captured some trace data from CMS and the switch but nothing yet. Is there a mystery patch that fixes this?

 

[wil19148]

what skill are you looking at when running the report? ACW is only associated to one skill at a time so it may be reporting as ACWOUT in skill 1, but AUXOUT in skill 2...

just a theory - I haven't tested it...