Remote ACD agents

[Rockza]

Hi,

I am trying to have agents in a different branch help with calls in the primary branch with ACD.

Head office receives calls to a path and agents answer. When the agents are busy I would like to either overflow to the remote site or have agents at the remote site log in to the path.

Currently I have it set up using a skill group at the remote site with agents, and the overflow skill group in the path option form of the head office points to the skill group in the remote site.
Networking is enabled and I see the skill group in the remote directory page.

Is it possible to have remote agents log in to the primary skill group?

Sites are on MCD 4.2 and clustered.

 

[LoopyLou]

Networked ACD Programming

Before You Begin
You must have ACD Active Agent licenses programmed in the License and Options Selection form.

Note: The maximum number of remote agent subgroups on a system is one-half of the number of agent skill groups selected.

Distributor System and Answering Point System not in a Cluster
Use the following procedures to program Networked ACD if the Distributor System and the Answering Point system are

networked but are not in a cluster,

in different clusters, or

running pre-Release 7.0 software

Program Networked ACD on the distributor system:

Program an Automatic Route Selection (ARS) route, route list, or route plan with routing digits that translate to the Agent Skill Group ID Number on the overflow Answering Point system.

ARS Node Identities form, assign the same Directory Number 1 to each node in the network. Each node ID in the network must be identical.

ACD Remote Agent Subgroups form, program the Remote Access Number containing the ARS routing digits programmed in step 1.

ACD Agent Skill Groups form, program a new Agent Skill Group containing the Remote Agent Subgroup ID programmed in step 3.

Path Assignment form, add the Agent Skill Group programmed in step 4 to the Primary or Overflow Agent Skill Group ID (note: the programming is the same as that described for ACD 2000).

Program Networked ACD on the Answering Point system:

Program an Automatic Route Selection (ARS) route, route list, or route plan with routing digits translating to the Path Directory Number on the Distributor system where calls are overflowing from.

Distributor System and Answering Point System in the Same Cluster
Use the following procedures to program Networked ACD if the Distributor System and the Answering Point system are both have Release 7.0 or later software and are in the same cluster.

To program Networked ACD on the Answering Point system:

Create the ACD Agent Skill Group on the Answering Point system.

To program Networked ACD on the Distributor system:

Verify that the Agent Skill Group ID that was created on the Answering Point system is present in the Remote Directory Numbers form on the Distributor system.

Create the ACD Path and assign the Remote Agent Skill Group ID as the Primary Agent Skill Group in the ACD Path.

Ensure that the ACD Path DN is also a Portable Directory Number (that is, the ACD Path DN is in the Remote Directory Numbers Form on the Answering Point system).



I'd tell you a UDP joke but I'm afraid you won't get it. TCP jokes are the best because you always get them.

 

[Rockza]

Thanks I have done that and that seems to be fine.
First prize is logging in remotely to the path.
I have setup the device at the head office end as a hotdesk user and the
ACD agent set to yes. I have added it to the skill group and I can see it
In the remote user list and telephone directory. When I try to log in the hotdesk
user the device says error:feature failed. If I log into a local group it works perfectly.
I also reversed the above and am able to log on to the remote controllers group from the
head office. So besides swooping the controllers around, any ideas?

Head office Mxe on 4.2 sp 1 and the remote is a cx II also on 4.2 sp 1.
Head office phones are 5212 dual mode and remote is 5312.

I tried registering a 5212 at the head office to the remote controller to check if
it is phone related but had the same.

Logs say no host found and I think it is a local cos setting or something.

I have checked all the forms one by one to see if there is any differences and found none.

Help please!

 

[Mitelmatt]

Hi

Are the systems clustered?

If so you can use hot desking agents to log agents from the remote site onto the central controller, thus logging in as an agent on the main controller and group.

If not in a cluster then remote s group is the only way

If it's clustered create an cad hot desk agent on main. Make sure it shows in the remote t dir on remote. Enable hot desking on remote phone. Then log in with the agent I'd you created

Hope that makes sense!

 

[Rockza]

Yup makes perfect sense. Yes they are clustered. And I have done exactly as you suggested. From one side to the other it works perfectly. From the side that they actually want to use, I get feature failed when teying to log in to the hotdesk. I can log in on a group on the same controller but not the remote one.

 

[Mitelmatt]

Feature failed usually means you haven;t got a Feature DN programmed against each element in the Cluster Assignment Form. Check that

 

[Rockza]

Feature DN is in and correct. I am sure it is something like that I just can't find it.

 

[LoopyLou]

To clarify an agent ID defined on the primary can log into both a path on the primary and a path on the remote but a agent ID defined on the remote can only login to a path on the remote?

I'd tell you a UDP joke but I'm afraid you won't get it. TCP jokes are the best because you always get them.

 

[Rockza]

Yup, that is my issue. Log says "can't connect to host" and phone displays feature failed.

 

[Supernova99]

do you have the correct routing in for Feature DN number?
I have seen a lot of sites with the number programmed however the other systems cannot route back to it as it is missing in the ARS dialled digits

Share what you know - Learn what you don't

 

[Mitelmatt]

Loopy

Your scenario will only work if you have the same agent group in both paths. I.e one of the queues wl have remote group in it

Never heard of the one about needing ars for the feature dn?? Done this scenario loads of times.

You got the clustering right? Pbx numbers match? Hci in class of service? Any class of restriction?

 

[Rockza]

Thanks for all the help,
Cluster element ID was pointing to the wrong route in ARS.

Regards

Ian

 

[Supernova99]

glad you got it sorted
sometimes you just need to double check your programming when you get an odd fault that should work but doesn't

Share what you know - Learn what you don't