umtech

For calls ringing agents when they put a call on hold, go to system flag and make sure that "wrap up mode for holding acd calls" is set for yes. Otherwise going to need a system freeze to see what is going on.

Gman

Thanks for that.

Also, for everyones info...

Many of the agents are members of multiple groups, so even if they're busy on one group, the idle timer is still ticking for another group.

I've also selected yes for: SingleIdle Timer for All Hunt Groups.

Thanks for helping with this.

Gman

Nearly forgot, what's this 'system freeze'? I've never heard of that and might be very usefull.

How does this work and what dpo I need to do to get it working?

Thanks.

dfleschute

It depends upon the version you are using. I can tell you for Axxess V8 and up. In DB Programming, choose Operations and then Error Information. Click Freeze and then Close in the new window. The information can be found on the Call Processor Server. C:\ICP\Freeze. It generates a bunch of different reports.

Paceline

I believe that the wrap up timer does not come into play until the call is terminated. Unless things have changed in the latest latest version agents receiving acd calls could not place their current call on hold without getting another call in. Mute would be the way to go instead of hold, bad thing is you cannot reverse transfer in this state...