Queue display on phones

[hollandho]

Hello: I don't know what I am doing in this area so I come to the pros for help. We are running Contact Center 6.0 with CS 1000. I have 15 phones in a 413 queue and 6 of those have different skillsets assigned to them. When we hit the displayqueue button for these 6 the "Waiting" and "Mand" column are fine but the "Lwait" column shows a 10 digit number which does not change so it is meaningless. HOWEVER if our 413 queue goes into an overflow (emergency) these same 6 people (do not have to logout and back in under another login id) will get these calls also and then the Lwait column displays the proper time in seconds. Once the emergency is over the display goes back to a 10 digit number. All the other people in the 413 queue do not have this issue.
I hope this makes sense to someone and I have posted a phone below although I don't think this is where the issue is.

Thank you in advance
***********************************************************
DES ACD
TN 004 0 10 15
TYPE 3904
CDEN 8D
CTYP XDLC
CUST 0
FDN 6600
TGAR 1
LDN NO
NCOS 3
SGRP 0
RNPG 0
SCI 0
SSU
LNRS 16
XLST 0
SCPW
CLS CTD FBA WTA LPR MTD FNA HTA TDD HFA GRLD CRPA STSD
MWA LMPN RMMD SMWD AAD IMD XHA IRA NID OLD VCE DRG1
POD DSX VMD CMSD SLKD CCSD SWD LNA CNDA
CFTA SFD MRD DDV CNIA CDCA MSID DAPA BFED RCBD
ICDD CDMD LLCN MCTD CLBD AUTU
GPUD DPUD DNDA CFXA ARHA FITD CNTD CLTD ASCD
CPFA CPTA ABDD CFHA FICD NAID BUZZ AGRD MOAD AHD
DDGA NAMA
DRDD EXR0
USMD USRD ULAD RTDD RBDD RBHD PGND OCBD FLXD FTTC DNDY DNO3 MCBN
CDMR
CPND_LANG ENG
RCO 0
EFD 6600
HUNT 6600
EHT 6600
LHK 2
LPK 0
PLEV 02
CSDN
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 413 1 1817
AGN
01 SCR 367 1 MARP
CPND
NAME ERIC SENECHAL
XPLN 27
DISPLAY_FMT FIRST,LAST
02 MSB
03 NRD
04 DWC 413
05 ADL 12 96134243381
06 ADL 12
07 ADL 12
08 ADL 12
09 ADL 12
10 ADL 12
11 ADL 12
12
13
14
15
16 MWK 6600
17 TRN
18 AO6
19 CFW 16
20 RGA
21 PRK
22 RNP
23
24 PRS
25 CHG
26 CPN
27 CLT
28 RLT
29
30
31
DATE 12 SEP 2007

 

[tnphoneman]

I don't believe the display queue button works with symposium. I may be wrong but I believe you need agent desk top display to get accurate information.

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[sandyml]

tnphoneman is right about that. The DWC button really does not really work in Contact Center. Check your Contact Center NTP for Voice Processing 297-2183-931. Here is an excerpt:

DWC key lamp
The DWC key lamp on a Contact Center Manager agent phone does not respond
to calls in skillsets; it always remains dark as far as skillset loading and activity
are concerned. However, the lamp continues to respond to the call loading and
activity in any ACD queues that the agent is logged on to, as determined by the
configuration on the switch. Calls are not normally queued to ACD queues for
Contact Center Manager; therefore, the primary use of this feature for agents is
when the contact center handles Network ACD calls or operates in default mode,
and the switch ACD features route the calls. When the agent presses the DWC
key, the agent phone display shows Contact Center Manager skillset information
as detailed in “DWC examples for agent phones,” on page 253.

 

[hollandho]

Our service provider came in and noticed that a lot of patches and peps were not installedover time. They came in and installed all of the required ones and now the display numbers on the phones in question are down to 3 numbers. I will have to investigate to see if this now displays in seconds or something else.

 

[captaingadget]

The DWC key displays calls waiting on the DEFAULT QUEUE i.e. 413 only. Since CC6 calls queue against skillsets it will not function. It only works when CC6 is non functional.