SCCS Return to Queue

[LittleGremlins]

We just implemented SCCS 4.2 a few days ago. We setup the call presentation to return to queue after 18 seconds and log the agent out.

We have noticed today that a call will come in ring twice on an agent set and disappear without logging the agent out.

Call by call stats indicate that the call was presented to the agent, then timed out and returned to queue and re-queued to the skillset and presented to another agent.

Do I have to change the ACD DN to allow RTQT to work?
ACDN 6103
MWC NO
DSAC NO
MAXP 25
SDNB YES
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT 27
FRT 12
SRRT 28
SRT 36
NRRT
FROA NO
NCFW 4322
FNCF NO
FORC NO
RTQT 0
SPCP YES
OBTN NO
RAO NO
CWTH 1
NCWL NO
BYTH 0
OVTH 2047
TOFT NONE
HPQ NO
OCN NO
OVDN
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT 6
RTPC NO
HOML YES
RDNA NO
ACNT
NRAC NO
DAL NO
RPRT NO
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
IVR NO

 

[Supernn]

Should be the phone, can you post the TN?

 

[LittleGremlins]

Here is one of the agent sets
TYPE 2216
CDEN 8D
CTYP XDLC
CUST 0
AOM 0
FDN 4101
TGAR 1
NCOS 5
RNPG 0
SCI 0
SSU 0001
LNRS 16
XLST
SCPW
CLS CTD FBA WTA LPR MTD FNA HTA ADD
MWA LMPN RMMD SMWD AAD IMD XHD IRD NID OLD VCE DRG1
POD DSX VMD CMSD SLKD CCSD SWD LNA CNDA
CFTA SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD
CLBD AUTU
GPUD DPUD DNDA CFXD ARHA FITA CNTD CLTD ASCD
CFHD FICD NAID BUZZ AHD
DDGA NAMA
USRD ULAD RTDD RBDD RBHD OCBD FLXD FTTU MCBN
CPND_LANG ENG
RCO 0
EFD 4101
HUNT 4101
EHT 4101
LHK 1
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
DNDR 0
KEY 00 ACD 6103 0 6527
AGN
01 SCR 4318 0 MARP
02 SCU 0040
03 AO6
04 DWC 6103
05 NRD
06 MSB
07
08 SCR 5650 0
CPND
NAME Q Mailbox
XPLN 21
DISPLAY_FMT FIRST,LAST
09 MWK 4101
10 ACNT
11 CFW 4 4101
12 ADL 16
13 ADL 16
14 ADL 16
15 ADL 16

 

[Supernn]

CLS RNGB in stead of BUZZ will present the call continuously.