Necessary keys for ACD agent

[oceannative]

I am using 2616's for a small ACD queue. They do not use the MSB keys -- just NRD. I would like to put a XMWK on the phone for the queue mailbox (will add a phantom AOM for the mailbox DN). I don't see any reason to have the MSB on the phone since they do not use it, but prior to making the change (will OUT and rebuild), just wanted to make sure I wasn't missing anything... any reason why I shouldn't be able to do that?

KEY  00 ACD 4998 0  4932
         AGN 
     01 MSB 
     02 NRD 
     03 AO6 
     04 RNP 
     05 CFW 4  7000
     06 TRN 
     07     
     08 SCR 4251 0     MARP
        CPND 
          NAME NNNNNNN
          XPLN 27 
          DISPLAY_FMT FIRST,LAST
     09 SCR 4757 0     MARP
        CPND 
          NAME NNNNNNN
          XPLN 27 
          DISPLAY_FMT FIRST,LAST
     10 BFS 020 0 09 01 
     11 BFS 004 0 08 10 
     12 BFS 020 0 12 09 
     13 ADL 16  
     14 ADL 16  
     15

 

[nortelinsd]

How is the agent going to logout of the queue?

When all else fails.......quit!

 

[EddieDuece]

You need the MSB key. You might also add a DWC (display waiting calls) key while your modifying the set.

Key 5 DWC 4998

 

[ThePhoneGirl]

You HAVE to have a MSB key or eles you will cause corruption in the PBX. I had a customer a few years ago that insisted that no one would ever log out, and demanded that the MSB keys be taken off. We warned them!!! A few days later, things started goign wonky, and we had to replace the software and reprogram everything, because NORTEL said that taking the MSB key off the sets caused it. Nortel will actually not support you if you do this and a TAC case is called in for issues.

 

[oceannative]

What about putting the MSB key on the phantom queue? would that work? They just press their NRD button to answer or not answer calls. We will eventually use the DWC feature, but right now, if all agents are busy, the caller gets dumped in vm....

 

[Johnthephoneguy]

Why not just leave the MSB key alone? Even if they do not use it, leave it there to prevent troubles for yourself or someone else down the road.

Change the ADL to the xmwk if you need one.

JohnThePhoneGuy

"If I can't fix it, it's not broke!

 

[LeeMcCauslin]

Did an msb key once talk bad about your momma? Ya seem all fired up to get rid of 'em... ;-)

 

[oceannative]

LOL -- this phone is the exception to the rule, actually... that ADL is now a BFS key -- they want to monitor who's actually on the phone, but now they want the XMWK, so we're trying to figure out what they can live without. We're down to MSB and A06... you know how it is...

Actually, they're wanting to change the BFS keys to a key that will monitor who's actually logged in, taking calls -- I don't recall a way to do that, but I'm on the hunt. Maybe I can consolidate something there... otherwise, it's off to a real AOM. Fun, fun!

 

[yukon1981]

You can see the state of agents by using AGT keys. It shows different flashing patterns for the various states of the agent i.e. logged in, not ready, DN call, etc. Might be worth a look...

Phoneset has to be SPV and it's:
KEY xx yyyy where xx is key number and yyyy is agent ID.

 

[yukon1981]

oops, it's KEY AGT xx yyyy...you get the idea ;-)

 

[yukon1981]

sheesh...it's time to go home
KEY xx AGT yyyy

 

[oceannative]

Thanks Yukon - been there -- that's when I tell myself it's time to go home! I'll check that out today.