Mitel 3300 ACD disconnecting caller after logging out agent

[MitelNovice]

We recently did a software upgrade on our Mitel 3300 to be compatible with our ESNA voicemail upgrade. Since then we seem to have an issue with our call center ACD, a call comes in and if the first agent in queue is not available the agent is logged out (as they should be) but then the caller is disconnected. We also have a helpdesk ACD that is working just fine and can't seem to find the difference, the helpdesk is using interflow and the call center is not but that is the only difference I can find. Any ideas where or what to check?

 

[caknfd]

Is that the only logged in agent that gets logged out (due to auto logout last agent being set to yes) and then with no agents available the call drops. Try putting something in Path Unavailable and see if it does the same thing. Or set the group to Queue calls when no local agents are available to yes.

Craig

 

[LoopyLou]

So what is supposed to happen is that the ACD queue presents the call to an available agent. If they do not answer that call then the system logs that agent out and starts looking for the next agent to try. Think through all this the callers is still in the queue and listening to music/RAD/music cycle. Otherwise if the caller was acutally directed to that agent you would get music, hear ringing and if not answered, music then ringing etc etc etc. Don't think its a 3300 issue but maybe a reboot would help. What method do the calls use to get to the ACD queue ( since you mention an ESNA ) do the calls come through it?

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