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Old 11-12-2007, 05:09 PM   #1 (permalink)
adm2cic
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Question M3904 Acd Handset Problem
New ACD group using Nortel Meridian M3904 phones and Symposium; calls appear to be directed correctly but the agents hear a beep instead of a ring - the phones act like a headset is plugged in (no headsets being used), the agent hears a beep and then the caller is presented; I have checked the ACDN programming and FORC is set to NO; comparing this group with other ACD groups already in place, I cannot find anything to indicate headset settings. Any suggestions?
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Old 11-12-2007, 05:29 PM   #2 (permalink)
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What is set up in the Agent's Call Presentation Class in Symposium? Is the Call Presentation Class set up for Call Forcing?
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Old 11-13-2007, 06:54 AM   #3 (permalink)
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Call Presentation Class is not set up for Call Forcing that I can see - Call Force Delay is set to 0
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Old 11-13-2007, 07:45 AM   #4 (permalink)
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Break the problem on half.

Deacquire the CDN in Sympossium.

Call the ACD #, does the same thing happen?
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Old 11-13-2007, 11:49 AM   #5 (permalink)
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What presentation option are you using in the Call Presentation Class for those agents? Call Force Delay --- Return to Queue --- Let Call Ring ...

If Call Force is selected, with 0 delay, then the calls will present immediately. These settings override the queue settings for presentation.
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Old 11-13-2007, 12:25 PM   #6 (permalink)
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Look at the CLS on the 3904 phone. You probably have BUZZ instead of RNGI. If you want the calls to "ring in" change BUZZ to RNGI or RNGB.
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Old 11-14-2007, 12:30 AM   #7 (permalink)
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Echo KristiK: can you confirm for us what exactly is selected / not selected in the Call Presentation Class?
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Old 11-14-2007, 07:20 AM   #8 (permalink)
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Echo John - post you CLS of one of your sets.


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Old 11-15-2007, 01:04 AM   #9 (permalink)
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sorry.. I never knew that this CLS on a phone set can control call forcing.. learned something new today..

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