Work Time not active for all users 1

[wallymitel]

I have some users that do not get a delay after ending an ACD call before being presented a new call. The "work time" is set to 20 in the COS that all the ACD users use. I'm new to Mitel phones - Is there anything that needs to be done to the phone sets or other settings that would affect this? Thanks!

 

[dryaquaman]

Work timer only applies when the call you disconnected last came in via an ACD path. The work timer doesn't come on if the call came direct to the extension.

Dry Aquaman

http://www.university-music-on-hold.com

 

[wallymitel]

The users say this is happening when hanging up from an incoming ACD call, but I will do a test with them to be sure that is the case. Other users in the same ACD group say they do get the work time delay. The users complaining are using phones configured with teleworker. Would this affect "work time" functionality at all?

 

[dryaquaman]

I wouldn't think teleworker mode would affect the work timer but then I've never seen a "real" work timer problem. I've only seen where the COS wasn't right or the call didn't come in via an ACD path.

Dry Aquamn

http://www.university-music-on-hold.com

 

[kwbMitel]

Assuming that the calls are actual ACD calls, the difference should reside in the COS of the Agent.

The fact that the non-working phones are TW leaves some doubt. It is possible that not all features are supported on TW.

Make sure that the COS assigned to the agents that work is identical to ones that aren't.

Form = ACD Agent ID's

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What's most important is that you realise ... There is no spoon.

 

[wallymitel]

After further testing it is working correctly for the teleworker phones now. I believe they were coming off non-ACD path calls and didn't realize it. Thanks all for the help!

 

[kwbMitel]

Occams Razor - the solution that makes the least assumptions is most likely correct.

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What's most important is that you realise ... There is no spoon.