Problems with a Direct Agent Calling Feature 1

[PatoSalvaje]

Hi Again, I have problems with the DIrect Agent Calling, if I program this feature in the COR to yes it´s impossible call directly to the Agent, please I don´t know if I need other feature to yes in the customer options or in other site of the Definity.

Thank´s
Best Regards

 

[Definity]

Need some more information,
Do you have Call centre Elite i.e EAS also enabled in your switch.
Rgds.

 

[ukcomms]

Hi PatoSalvaje

One thing to look out for with DAC.
The COR for both the logid AND the calling station,vdn etc need to have DAC set to yes.
Hope this helps
Paul

 

[Wallop]

As per ukcomms, and this also includes the COR on the incoming trunk group if an outside call (must allow Direct Agent Calling).

 

[PatoSalvaje]

Definity

Yes I have the Expert Agent and Call Centre Elite, and is very strange becuase When I change to "yes" the Field Direct Agent Calling in the COR screen for the agent, The Agent "A" make a call to the agent-id "B", The agent "B" listen a very fast and very short ring in the callmaster and nothing else, The agent "A" listen the normal ringing tone.

Regards and Thank´s in advance

PatoSalvaje

 

[ukcomms]

Hi PatoSalvaje

This sounds as if you now have DAC working.
When a call is received at agent B with a short burst of ringing, the user needs to press the flashing key ( Aux or ACW ) to answer the call.
You can prove this by running a CMS Realtime report and Agent B should be shown as on ACD Call instead of extension in call.
Think you may be able to change the Autoanswer option on the agent id form to all if they require this.
Hope this helps
Sorry it took a while to reply
Paul

 

[scottyjohn]

We had this very problem when changing support staff's handset phone over to a login config.

Just getting a short burst and then the call dropping completely.

Avaya advised us to set the DAC on the COR for both the trunks and the agent/station to N

This cured the problem straight away. I think it was something to do with login phones. The call arrived at the station and because they were not in an active state, i.e. ACW or Training, the switch dropped the call.

Hope this helps,

John
;-)

 

[Definity]

PatoSalvaje & ScottyJohn,
The agent should be in the Auto-In or Manual-In state to recieve the DAC calls, if the agent is not in that state the DAC calls would give the caller a normal ringing tone but the agent would recieve only a short burst tone & the call will than follow the cov. path if defined for the agent. This is a normal behaviour for the DAC calls. You can't have a call ringing on a Un-manned agents workstation(agent state is AUX or ACW) as this is also treated as the ACD call for the agent........

To confirm this phenomenon you can check the "mo bcms sp X" & place the DAC call, the screen should show you a call waiting with an '*' mentioning that it is an DAC call.

 

[PatoSalvaje]

Thank´s "ukcomms" and "scottyjohn" I will test on Monday evening.

Best Regards
PatoSalvaje

 

[PatoSalvaje]

Thank´s also to "Definity"

Happy Weekend to all

PatoSalvaje

 

[scottyjohn]

No problem hope it works out, let us know how you get on.

John

 

[PatoSalvaje]

scottyjohn, ukcomms and Definity.
It´s works
Thank´s a lot
Best Regards

PatoSalvaje