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Old 06-09-2004, 02:13 PM   #1 (permalink)
BigPhoneDaddy
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I have an issue with a DWC key setup. I have A CDN of 5400 and the ACDN is 4000. Agents need to have the DWC key with the queue (4000). When they are setup with AGN they can see the info. With SPV, they see nothing. When I list the ACDN I get the following:

DN 4000
TYPE ACDN
SUPY ACID 17542 TN 021 0 00 01 KEY 06
SUPY ACID 17546 TN 015 0 00 11 KEY 06
ACID 17543 TN 013 0 00 11
ACID 17545 TN 014 0 00 11
ACID 17547 TN 019 0 00 10
ACID 17541 TN 012 0 00 11
ACID 17540 TN 018 0 00 08
ACID 17542 TN 021 0 00 01
ACID 17548 TN 021 0 00 07
ACID 17546 TN 015 0 00 11

I believe that there might be a confiction with the AGN and SPV. what is the correct setup for the DWC key as well as the queue?
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Old 06-09-2004, 02:19 PM   #2 (permalink)
tech_anon1
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Do you have Symposium?
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Old 06-09-2004, 03:17 PM   #3 (permalink)
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Yes, and I do know that the information given is not correct because it is being pulled off switch's basic ACD. The DWC key is still required.
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Old 06-09-2004, 03:42 PM   #4 (permalink)
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I only have DWC set up on agent sets. Here is the setup I use.

cls agn
key 0 acd 4000 0 1010
key 4 dwc 4000
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Old 06-09-2004, 04:28 PM   #5 (permalink)
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Shouldn't the supv be using the client to manage the que?
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Old 06-09-2004, 11:25 PM   #6 (permalink)
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The DWC key for the supervisor is getting information from the PBX ACD queue of 4000. The DWC key for an agent set that is acquired by Symposium gives a sum of calls for all skillsets that the agent is assigned. It does not receive the information for queue 4000 from the PBX as the supervisor set does.

Unless you have calls going directly to queue 4000, (and you shouldn't since you are using Symposium) the supervisor DWC key will not show any usefull information and definitely will not display the same information as the agent DWC key.
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