SCH8788 Error and How to Resolve

[Haverty]

I am getting the error SCH8788 which when I look it up says:

SCH8788
The monitored set may not have an ACD-DN.

Severity: Info

Is there a way to monitor a set that is part of a ACD? In this case, it is my phone set that our director would like to be able to see when I am on the phone.I am trying to enter the command of BFS on my TN and the above error is returned. I am not finding a way to set up a ACD-DN or if there is another way to set this up for him to monitor when I am on the phone.

The ACD we are using is the Avaya Contact Center (AACC). Let me know if you need any other information.

Thank you!

John

 

[Firebird Scrambler]

Instead of a BFS key, have you tried setting your directors phone to have an SCR DN of your number, but make sure that you still keep the MARP on your TN.

When you are on your DN, Your director will see that you are on the phone. This won't work if you are using your ACD and are logged into a queue!.

All the best

Firebird Scrambler
Meridian 1 / Succession and BCM / Norstar Programmer in the UK

http://www.linkedin.com/in/davidbromley

If it's working, then leave it alone!.

 

[Haverty]

Thank you! I had tried that, but then when my number is called, it rings on his phone. I actually just did another test here in my office area. I set up SCR 2330 on a student phone. Confirmed the changes took and then tried calling my extension. The phone in my office as well as at the student location both rang.

I am not sure how to keep the MARP from going to the second phone. We use a third party vendor, MerAssistant from RSI, to do our phone programming. So, when I entered SCR 2330 on key 10 of the student phone, it removed the MARP from my phone and added it to the second TN:

TYPE SL1
TN 044 1 05 03 KEY 10 DES 1997 30 MAY 2013
(3904)
TN 060 1 08 02 KEY 03 H MARP DES 1898 30 MAY 2013
(3904)

Once I removed the SCR 2330 from the student phone, now the MARP is back on the first TN which is my phone.

John

 

[robl3000]

Use an SCN instead of SCR (N = No Ring) for the second phone. I'm not sure about MerAssistant, but normally you are prompted if you want to change the MARP when you add an existing DN to a second phone.

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[Haverty]

Thank you! I gave this a try on the student worker phone and my phone. I am not sure this will work either. When I set this up and a call comes into my DN, it does not ring on the other phone, but it shows who is calling. I do have direct access to the switch to make changes, if that is needed to set this up.

Is there not anyway to set up BFS for a TN on a phone that is in a ACD? Is there something I have to do on my TN/DN to allow that to happen?

Thank you for the suggestions. I was hoping to be able to use the BFS setting if possible as that does what we are needing.

John

 

[janaya]

You can't have a phone, that has a BFS key for a TN that is an Agent. System limitation. No explanation in the NTP other than it won't work.

Hope this helps...

John Anaya
Signet6 Network Sciences
ACSS/ACIS - CS1000 Rls 7.5/Call Pilot 5
ACSS/ACIS - SME - IP Office 8.0
APSS/APDS - Avaya UC Services

Public Profile

http://www.linkedin.com/pub/john-anaya/25/1b9/a9b/Edit

 

[robl3000]

I am not sure if this is what you are want, but you can try an "Agent Status Key".

Ensure the phone that will be "monitoring" your phone has CLS SPV [ACD Supervisor] and add a key as "AGT xxxx", where xxxx is your ACD Agent ID (not your DN or TN).

Beyond an SCR/SCN & AGT, I'm not really aware of any other way to monitor ACD Agent phones. As others have mentioned, BFS doesn't work with an ACD set. I really don't use ACD frequently, so my knowledge is a bit limited in this area.

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[Haverty]

Thank you for the update regarding BFS not working with ACD. Sounds like my director will not be able to see when I am on the phone which should be fine. I am glad I stumbled across this site though in case I have other questions.

Thanks everyone for the suggestions and comments.

John