ACD AGENTS MAKING OUTGOING CALLS - PBX Info :: Your Free PBX, PABX and Telephone Information Resource

GOOSEUK · 02-20-2004, 06:39 AM

Hi.

ACD agents make an outgoing call over DASS. When the called party clears a crm30 is seen on the messaging. But the agent does not press the release key and sits there in a sort of halfway mode. The LD 80 Trace shows TN 004 0 00 12
KEY 0 ACD ACTIVATED
ORIG 004 0 00 12 0 ACD 0 1029 2216
TERM NONE
DIAL DN NONE
MAIN_PM ACD AUX_PM ACD_IDLE_POS_QD
TALKSLOT NONE
EES_DATA:
NONE
QUEU ACD
CALL ID 0 0

The agent can sit there happily for about 2 and a half minutes before the
set releases. I think this is the way it should work, ie the agent must press the release key any ideas appreciated

Cheers
Dave

tech_anon · 02-20-2004, 10:29 AM

The trace that you showed is a normal trace for an ACD set that is in queue waiting for a call. If you trace any ACD set that is logged in and is idle you will see the type of trace you included in your post.

Note the line:

MAIN_PM ACD AUX_PM ACD_IDLE_POS_QD

This is showing you that the position is idle and queued.

The trace information you would be looking for would be from the DN key the call was originated from. Key 0 is strictly for incoming calls.

***John_In_Dakota*** · 02-23-2004, 12:37 PM

Find the DN the 2216, agents phone, uses. Or go LD 20, prt tn 4 0 0 12.

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