MWI light issues with ACD phones and XMWK for PVT DN.

[bltodd]

Nortel Avaya CS1000e Rls. 7.65 with Callpilot 5.1

I have an issue with my helpdesk queue. I'm not sure when it changed but it became evident recently with help from my help desk agent. He pointed out that his MWI light goes out when he still has private DN messages. It also comes back on when he checks the ACD queue VM. The next message left/checked on the Queue VM it causes his light to go out again. He is one of 4 or 5 agents that have the MWI DN checked in our CallPilot system as a DN to light when our ACD queue has a voicemail. I set up an ACD agent at my desk in his helpdesk queue with my private dn and an extended message waiting key. I added myself to the CallPilot MWI Dn list for the helpdesk queue. My set now does the same thing as the helpdesk agents. I duplicated his issue by leaving a message on my PVT DN. My light comes on and my MSGbyDn key flashes showing that I have a voicemail. As soon as someone leaves a voicemail in the helpdesk queue and the agent checks it. All of us who are listed as MWI DN numbers in CallPilot for the helpdesk VM, (both our MSGByDN XMWK key and our lights go out.) To make them come back on. All I have to do is act like I'm going to check my voice mail. Once is says You have one new voice mail and I quickly log out without checking the mail, the light comes back on. It will do this all day long.


MY PHONE:

DES BRET
TN 152 0 10 24 VIRTUAL
TYPE 1230
CDEN 8D
CTYP XDLC
CUST 0
NUID
NHTN
CFG_ZONE 00001
CUR_ZONE 00001
MRT
ERL 5
ECL 0
FDN 5888
TGAR 1
LDN NO
NCOS 7
SGRP 0
RNPG 0
SCI 0
SSU
LNRS 16
XLST
SCPW 297
CLS UNR FBD WTA LPR MTD FNA HTA TDD HFA CRPD
MWA LMPX RMMD AAD IMD XHD IRA NID OLA VCE DRG1
POD SLKD CCSD SWD LNA CNDA
CFTD SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD
ICDD CDMD LLCN MCTD CLBD AUTU
GPUD DPUD DNDA CFXA ARHD FITD CNTD CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID BUZZ AGRD MOAD AHD
DDGA NAMA
DRDD EXR0
USMD USRD ULAD RTDD RBDD RBHD PGND OCBD FLXD FTTC DNDY DNO3 MCBN
VOLA VOUD CDMR PRED RECD MCDD T87D SBMD
KEM4 MSNV FRA PKCH MUTA MWTD DVLD CROD ELCD VMSA
CPND_LANG ENG
RCO 0
HUNT 5888
LHK 0
LPK 2
PLEV 02
PUID
UPWD
DANI NO
SPID NONE
AST
IAPG 0
AACS NO
ITNA NO
DGRP
PRI 01
MLWU_LANG 0
MLNG ENG
DNDR 0
KEY 00 ACD 2653 1 2210
AGN
01 NRD
02 SCR 2977 0 MARP
CPND
NAME Bret
XPLN 27
DISPLAY_FMT FIRST,LAST
03 MSB
04 XMWK 5888 2977
05
06
07
08
09
10
11
12
13
14
15
16 MWK 5888
17 TRN
18 AO6
19 CFW 16
20 RGA
21 PRK
22 RNP
23
24 PRS
25 CHG
26 CPN
27
28
29
30
31
DATE 7 SEP 2018

MY HELPDESK AGENT PHONE:

DES ITDEPT
TN 152 0 01 14 VIRTUAL
TYPE 1230
CDEN 8D
CTYP XDLC
CUST 0
NUID
NHTN
CFG_ZONE 00001
CUR_ZONE 00001
MRT
ERL 30
ECL 0
FDN 5888
TGAR 1
LDN NO
NCOS 7
SGRP 0
RNPG 0
SCI 0
SSU
LNRS 16
XLST
SCPW 142
CLS UNR FBD WTA LPR MTD FNA HTA TDD HFA CRPD
MWA LMPX RMMD AAD IMD XHD IRA NID OLA VCE DRG1
POD SLKD CCSD SWD LNA CNDA
CFTD SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD
ICDD CDMD LLCN MCTD CLBD AUTU
GPUD DPUD DNDA CFXD ARHD FITD CNTD CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID BUZZ AGRD MOAD AHD
DDGA NAMA
DRDD EXR0
USMD USRD ULAD RTDD RBDD RBHD PGND OCBD FLXD FTTC DNDY DNO3 MCBN
VOLA VOUD CDMR PRED RECD MCDD T87D SBMD
KEM4 MSNV FRA PKCH MUTA MWTD DVLD CROD ELCD VMSA
CPND_LANG ENG
RCO 0
HUNT 5888
LHK 2
LPK 2
PLEV 02
PUID
UPWD
DANI NO
SPID 3928
AST
IAPG 0
AACS NO
ITNA NO
DGRP
PRI 01
MLWU_LANG 0
MLNG ENG
DNDR 0
KEY 00 ACD 2653 1 3947
SUPY ACID 3928 KEY 45
01 NRD
02 SCR 1422 4 MARP
CPND
NAME IT Dept
XPLN 27
DISPLAY_FMT FIRST,LAST
03 MSB
04
05
06
07
08
09 XMWK 5888 1422
10
11
12
13
14
15
16 MWK 5888
17 TRN
18 AO6
19 CFW 16
20 RGA
21 PRK
22 RNP
23
24 PRS
25 CHG
26 CPN
27
28
29
30
31
DATE 27 AUG 2018

ACD QUEUE FOR HELPDESK:

DN 2653
CPND
NAME IT
XPLN 27
DISPLAY_FMT FIRST,LAST
TYPE ACDN
SUPY ACID 3928 TN 004 0 03 08 KEY 09 <-- Our Telecorp Call Monitoring Module.
ACID 3942 TN 024 1 05 15
ACID 3944 TN 152 0 00 03
ACID 3945 TN 152 0 00 04
ACID 3555 TN 152 0 14 04
ACID 3554 TN 152 0 14 03
ACID 3556 TN 152 0 14 05
ACID 3946 TN 152 0 13 14
ACID 3950 TN 152 0 01 16
ACID 3779 TN 152 0 03 22
ACID 3940 TN 152 0 09 28
ACID 5581 TN 152 0 09 29
ACID 3949 TN 152 0 09 31
ACID 3948 TN 152 0 09 30
ACID 3943 TN 048 0 02 11
ACID 3947 TN 152 0 01 14
ACID 2210 TN 152 0 10 24

 

[StanleySteamer]

This is how I do it:
Program a new scr or scn key on all the agent sets that need the ACDN messages. It can be the same DN on all the phones but is only for the MWI.
Make the XMWK key for that DN on all the phones.
In the CallPilot mailbox for the ACDN remove all the individual MWI DNs and add the new MWI DN.

What you have now is:
KEY 02 SCR 2977
KEY 04 XMWK 5888 2977
KEY 16 MWK 5888
Key 4 and 16 turn the light on and off at 2977 for both mailboxes. They are essentially both doing the same thing.

What you need:
KEY 02 SCR 2977
KEY 04 SCR 4321 <- new DN just for the queue mailbox
KEY 05 XMWK 5888 4321 <- gives message indication for queue mailbox
KEY 16 MWK 5888 <- gives message indication for private mailbox (assuming it appears only on one set)