ACD calls when NRD

[flyingv06]

Hello,

I have a situation which has me puzzled. Contact center personnel state that when an agent is Not Ready and a call is transferred to their personal DN, they are taken out of Not Ready and ACD calls are presented while still on personal DN. We have Symposium Express and Call Pilot, using skill sets, etc. See below for a copy of ACDN and an agent set. Any advice will be greatly appreciated!

TYPE ACD
CUST 0
ACDN 3010
MWC NO
DSAC NO
MAXP 1
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT
SRRT
NRRT
FROA NO
CALP POS
ICDD NO
NCFW 7220
FNCF NO
FORC NO
RTQT 0
SPCP NO
OBTN NO
RAO NO
CWTH 1
NCWL NO
BYTH 0
OVTH 2047
TOFT NONE
HPQ NO
OCN NO
OVDN
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT
RTPC NO
STIO
TSFT 20
HOML YES
RDNA NO
LABEL_KEY0 NO
NRAC NO
DAL NO
RPRT YES
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
IVR NO
OBSC NO
OBPT 0
CWNT NONE

Agent Set:

DES CCNTR
TN 000 0 00 05
TYPE 2616
CDEN 8D
CTYP XDLC
CUST 0
AOM 0
FDN
TGAR 1
LDN NO
NCOS 3
SGRP 0
RNPG 0
SCI 0
SSU
LNRS 16
XLST
SCPW
CLS CTD FBD WTA LPR MTD FND HTD ADD HFD
MWD LMPN RMMD SMWD AAD IMD XHD IRD NID OLD VCE DRG1
POD DSX VMD CMSD SLKD CCSD SWD LNA CNDA
CFTD SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD
ICDD CDMD LLCN MCTD CLBD AUTU
GPUD DPUD DNDA CFXD ARHD FITA CNTD CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID BUZZ AGRD MOAD
AHD DDGD NAMA
DRDD EXR0
USMD USRD ULAD RTDD RBDD RBHD PGND OCBD FLXD FTTC DNDY DNO3 MCBN
CDMR
CPND_LANG ENG
HUNT
PLEV 02
CSDN
SPID NONE
AST 00 04
IAPG 0
AACS YES
ACQ AS: TN,AST-DN
ASID 16
SFNB 1 2 3 4 5 6 9 10 11 12 13 15 16 17 18 19 22 24
SFRB 1 2 15
USFB 1 2 3 4 5 6 7 9 10 11 12 13 14 15
CALB 0 1 3 4 5 6 8 9 10 11 12
FCTB 1
ITNA NO
DGRP
PRI 01
MLWU_LANG 0
DNDR 0
KEY 00 ACD 2600 0 2613
AGN
01 MSB
02 NRD
03 AWC
04 SCR 2802 4 MARP
CPND
NAME NATALIE SEVERSON
XPLN 16
DISPLAY_FMT FIRST,LAST
05 AO6
06 TRN
07
08
09
10
11
12
13
14 ACNT
15

 

[x11tech]

I don't have any experience with Symposium express specifically, but in Symposium and Contact Center 6 the "call presentation class" controls whether calls can be presented to an agent while they are on a DN call.

I've never seen an ACD set removed from NRD when taking a DN call.

 

[PERRYPJ]

Let me ask, have you seen this yourself or are you going on second hand info

OLD ROLMEN WORKING ON NORTELS

 

[flyingv06]

x11tech: Thanks for the info. I'll check Symposium Monday. Don't know much about it, either.

PERRYPJ: Yeah, it's 2nd hand info. We have a new trainer at the facility, and it's across town. I have a feeling the problem is between the phone and the chair!

 

[TAnselm]

I have a feeling the problem is between the phone and the chair!

.... Ah yes, the old handset nut.

 

[johnpoole]

i have to agree, you might have a loose screw holding that handset.. you can't program command line to do that and i can't see a symposium script doing it either.. what i think is your blocking calls to the private dn unless the agent is logged in, so to get a personal call transfered they have to log in.. look at call presentation and allow calls to the dn in not ready/msby/logged off

john poole
bellsouth business
columbia,sc

 

[TAnselm]

As my cousin used to say...

"I can repair a lot of thing,
But you just can't fix stupid!

 

[x11tech]

johnpoole said:

... what i think is your blocking calls to the private dn unless the agent is logged in ...

What you're describing could be done by using virtual/phandtom DNs that are configured on the agent record so that they have a static number that follows them regardless of which phone they log in to.


What the original author actually said was:

...when an agent is Not Ready and a call is transferred to their personal DN, they are taken out of Not Ready and ACD calls are presented while still on personal DN...

The two are unrelated.

 

[sandyml]

I notice that the agent set is acquired by a third party application (note AST link and acquired message). What are you using? That application could be doing this.

 

[flyingv06]

FYI--the problem was corrected by changing call presentation class in Symposium Express. Thanks to all who contributed!