Need ACD DN to ring when agent is on personal line. 2

[lilabell]

Hello Again good folks of the forum,

I know that I have been very prolific with my post this week but if you could help me out once more I would be most appreciative. I have pasted the screen shot of the agents phone below. I need the ACD DN to give a tone when the agent is on a personal call (in this case the personal DN is 8159) so that they know that there is an ACD call. The way that it is currently configured they only know if there is a call by pressing the in calls button on their 3905 (ACD) set. Is there a COS that I need to add/change?Is this perhaps a limitation of this set, if so I will give them 3904's.

Thanks!

Lilabell,



REQ: prt
TYPE: dnb
CUST 0
DN 8159
DATE
PAGE
DES

DN 8159
CPND
NAME Kirsten Petermann
XPLN 26
DISPLAY_FMT FIRST,LAST
TYPE SL1
TN 016 0 00 11 KEY 04 H MARP DES 3905 27 NOV 2006
(3905)


NACT
REQ: prt
TYPE: tnb
TN 16 11
SPWD
DATE
PAGE
DES

DES 3905
TN 016 0 00 11
TYPE 3905
CDEN 8D
CUST 0
FDN 6969
TGAR 0
LDN NO
NCOS 3
SGRP 0
RNPG 0
SCI 0
SSU
LNRS 16
XLST
CLS CTD FBD WTA LPR MTD FNA HTA TDD CRPD STSD
MWA LMPN RMMD SMWD AAD IMD XHD IRA NID OLA VCE DRG1
POD DSX VMD CMSD 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 CNTD CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID BUZZ AGRD MOAD AHD
DDGA NAMA
DRDD EXR0
USMD USRD ULAD RTDD RBDD RBHD PGND FLXD FTTC DNDY DNO3 MCBN

CPND_LANG ENG
RCO 0
HUNT 6969
LHK 4
LPK 4
PLEV 02
SPID NONE
AST
IAPG 0
AACS YES
ACQ AS: TN
ASID 16
SFNB 2 5 6 9 10 11 12 13 15 16 17 18 19
SFRB 1 2 15
USFB 1 3 4 5 6 7 9 10 12 13 14 15
CALB 1 3 4 5 6 8 9 10 11 12
FCTB
ITNA NO
DGRP
PRI 01
MLWU_LANG 0
MLNG ENG
DNDR 0
KEY 00 ACD 4959 0 2666
AGN
01 DWC 4959
02 ADL 16 918884774695
03 ADL 16 918772724786
04 SCR 8159 0 MARP
CPND
NAME Kirsten Petermann
XPLN 26
DISPLAY_FMT FIRST,LAST
05 MCR 2550 0
CPND
NAME Chaz Mueller Group Cover
XPLN 26
DISPLAY_FMT FIRST,LAST
06 ADL 16 918772724832
07
08 MSB
09 NRD
10
11
12
13
14
15
16 MWK 6969
17 TRN
18 AO6
19 CFW 4
20 RGA
21 PRK
22 RNP
23
24 PRS
25 CHG
26 CPN
27 CLT
28 RLT
29
30
31
DATE 27 NOV 2006

 

[sandyml]

Lilabell,

You have a couple of things to consider.

First, the system does not present an ACD call to a phone that is active in any way (such as on a DN call). You are likely already be aware of that, though.

Next, in a traditional ACD environment (PBX controlled), you can put a DWC key on the phone to give a flashing indicator that there are calls waiting in queue.

However, I see that this TN is acquired as a Symposium set, so you are not in a traditional ACD environment. Symposium overrides the PBX ACD queuing, so the DWC key will stay dark and will not actually display calls in queue correctly(refer to Product Bulletin 99902, 1/1999).

If you have a Symposium Web Client server, you can look into deploying Agent Desktop Display. This will give a "virtual readerboard" on the agent's pc and can alert them to calls in queue. There is a small software app that would need to be installed on the agent's pc, and it does use multicast on the network. Again, this is an option if you have a Symposium Web Client server in addition to your Symposium Call Center server.

Otherwise, there are some readerboard solutions that may help you out here.

 

[Stagemusic]

Sandy,

One of the most concise and accurate responses to a question that I have seen on this forum. Well done and have a star!

 

[lilabell]

Thank you so much Sandy especially for the product bulletin #. I thought I saw this information somewhere, now I have back up to give the manager who just would not believe that it worked that way, probably because they were remembering the way that it worked pre-symposium.

Thanks again and have a great day!

Lilabell

 

[Cabooseminus1]

As sandyml suggested for a Symposium controlled environment, the web client can provide a user with permissions to have a display showing the calls in queue.

I have setup two groups with a networked but otherwise standalone PC and Monitor (17" LCD on the wall) with the only thing being displayed are the calls in queue. I created a symposium user for each group just for this purpose with no other rights. This allows all agents in the queue to see the call volume. You can set color change thresholds as well.

This is very handy. However, be sure that your queue is programmed to have a delay time before routing to voicemail, otherwise a caller will never actually be in queue, the system will route it directly to voicemail if all users are busy and the display will always read zero.

 

[lilabell]

Are you talking about GRTD? I have that and a GRTD user that is set up for this purpose with no rights. I can just build one for them, and set up the monitor between them. I know that you can make it beep and flash as well as change colors when calls are in queue. Maybe that would get their attention away from the personal call eh?

Thanks again,

Lilabell

 

[sandyml]

That, and an electric shock device built into their phone....