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| Tags: acd, issues, msbnrd |
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 05-15-2006, 09:40 AM | #1 (permalink) | ||||||||
| Junior Member
Location: Ohio Rep Power: 6  | ACD MSB/NRD Issues I have another issue if someone can help me with ACD. I am setting up a loop and the first phone for testing I set up to have NRD only, no MSB. THis causes a problem because when they want to take NRD off it will then show them logged out and they can only stay logged in if the handset is off the phone - tres annoying. WHen I used MSB, they cant receive in incoming DN calls when MSB is set. We do have a button limitation so I dont want to use both MSB and NRD. I will attach my ACD and the phone: REQ: prt TYPE: tn TYPE TNB TN 14 0 DATE PAGE DES DES DEEDS TN 014 0 00 00 TYPE 2008 CDEN 8D CUST 0 FDN 8200 TGAR 1 LDN NO NCOS 5 SGRP 0 RNPG 1 SCI 0 SSU 0000 LNRS 16 XLST CLS UNR FBD WTA LPR PUA MTD FNA HTA TDD HFD MWA LMPN RMMD SMWD AAD IMD XHD IRA NID OLA VCE DRG3 POD DSX VMD CMSD SLKD CCSD SWD LNA CNDA CFTD SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD ICDA CDMD LLCN MCTD CLBD AUTU GPUA DPUA DNDD CFXA ARHD FITD CNTD CLTD ASCD CPFA CPTA ABDD CFHD FICD NAID BUZZ AHD DDGA NAMA DRDD EXR0 USRD ULAD RTDD RBDD RBHD PGND OCBD FLXD FTTU DNDY DNO3 MCBN CPND_LANG ENG RCO 0 HUNT 8200 LHK 1 LPK 0 PLEV 02 SPID NONE AST IAPG 0 AACS NO ITNA NO DGRP PRI 01 MLWU_LANG 0 DNDR 0 KEY 00 ACD 8613 0 8740 AGN 01 NRD 02 CFW 4 8200 03 AO6 04 SCR 8360 0 MARP 05 SCR 6360 0 MARP 06 TRN 07 DATE 15 MAY 2006 REQ prt TYPE acd CUST 0 ACDN 8613 TYPE ACD CUST 0 ACDN 8613 MWC NO DSAC NO MAXP 10 SDNB YES BSCW NO ISAP NO AACQ NO RGAI NO ACAA NO FRRT 7 FRT 10 SRRT 8 SRT 30 NRRT FROA NO NCFW FNCF NO FORC NO RTQT 0 SPCP NO OBTN NO RAO NO CWTH 1 NCWL YES CWLF 2 CWLW 4 BYTH 30 OVTH 2047 TOFT 30 HPQ NO OCN NO OVDN IFDN OVBU LNK LNK LNK LNK EMRT MURT 15 RTPC NO STIO TSFT 20 HOML NO RDNA NO NRAC NO DAL NO RPRT YES RAGT 4 DURT 30 RSND 4 FCTH 20 CRQS 100 IVR NO | ||||||||
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| 05-15-2006, 02:06 PM | #4 (permalink) | |
| Junior Member  | Quote:
That is true also that you should always offhook the handset, same in M2616, before you can logged in, and let it remain unhook. This is why in M2216/M3905, there was no plunger. Same principle, isn't it?  I could say MSB and NRD are friends.  For incoming DN, just unlit the MSB key, then you will receive the call on SCR. That is not a fault in the system, if MSB is on, no call in SCR, but if MSB is off, a call can come on it. | |
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| 05-22-2006, 04:03 AM | #7 (permalink) | |
| Junior Member | Quote:
 I think in the keys provided, i would like to comment (1) why you need CFW wherein we know an agent should always be an agent, to receive calls (2) why two SCR keys, mostly agents much needed to receive calls for call center transactions, and not spending all his time on all SCR keys and make calls. And if you need people to do follow ups, it should be done by other departments, such as back-office or after-sales support. | |
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| 05-22-2006, 01:53 PM | #8 (permalink) | ||||||||
| Junior Member
Location: Kansas Rep Power: 6 | I have previously taken MSB keys off phones. HOWEVER, you need to have HOML set to YES on the queue the phone is built against as the agent either needs to hang up the handset or in the case of the 2216, unplug the headset completely in order to log out. | ||||||||
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| 07-13-2006, 02:42 PM | #10 (permalink) |
| Senior Member  | We use 2616 (hand set phones) as ACD sets and don't have to leave them off hook. The queue has HOML as NO and the set has both MSB and NRDY keys programmed. I can print the programming if you like. rlc __________________ No matter where you go, there is the Ladies Love Marty Fan Club.  |
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