ACD Queue not forwarding

[todd1019]

The following ACD queue is not forwarding to the NCFW field when the agent logs out of the queue. I suspect another phone is logged into the queue but I am not sure. Is there a way to display the active members of a queue or could this be something else all together? They said that is has worked okay in the past but recently stopped overflowing when they log out of the queue. It just rings no answer.

ACDN 6710

TYPE ACD
CUST 0
ACDN 6710
MWC NO
DSAC NO
MAXP 40
SDNB NO
BSCW NO
ISAP NO
RGAI NO
ACAA NO
FRRT 21
FRT 20
SRRT 22
SRT 30
NRRT 6
FROA YES
NCFW 818005287453
FORC NO
SPCP YES
OBTN NO
CWTH 1
NCWL NO
BYTH 3
OVTH 0
TOFT NONE
HPQ NO
OCN NO
OVDN
IFDN 7901
BUSY BSY BSY SRC BSY
AENI NO
OVBU LNK LNK LNK LNK
EMRT
MURT 31
STIO 4
TSFT 24
HOML NO
RDNA NO
DAL NO
RPRT YES
RAGT 16
DURT 30
RSND 4
FCTH 20
CRQS 100

 

[janaya]

Do you use Sympsosim or Meridian Max? You can run a real time report to see who is still logged in.

John

 

[todd1019]

No I am remote to the site also and a little in the dark about the system. But the answer is they do not have Symposium and when I asked about MMax they said no but they could be wrong.

 

[todd1019]

No I am remote to the site also and a little in the dark about the system. But the answer is they do not have Symposium and when I asked about MMax they said no but they could be wrong.

I read another post on this site about someone that had a similar issue and rebotted their system and the issue went away. Seems harsh

 

[Nortellian]

you can print dn 6710 in ld 20. this should give you the tn's that have phones built for this queue. then in ld 20 stat (loop shelf card) number from each agent tn. this will tell if logged in opr logged out.

 

[MechDriver]

Load 20 and prt dnb of the acd number. This will give you a list of the phones in the group. Then stat each card that they appear on. This will show who is logged in and who is logged out.

 

[johnpoole]

maxp 40 and even if you have calls unanswered logging users off, the last agent will not be logged out. found that out the hard way. i did read a post that ncfw quit working after a rls 3 upgrade, didn't happen to my switch but watch for it

john poole
bellsouth business
columbia,sc

 

[todd1019]

This switch isnt on R3 so i dont think there is an issue there.

John I didnt quite understand thsi statement could you explain... I am sleepy today.

maxp 40 and even if you have calls unanswered logging users off, the last agent will not be logged out. found that out the hard way

 

[todd1019]

Is there a way to log these off through the console?
Two of the three show logged in.

DN 6710
TYPE ACDN
ACID 4020 TN 012 0 01 07
ACID 4028 TN 012 0 11 06
ACID 4996 TN 012 0 03 09
REQ

Stat xx xx xx
07 = UNIT 07 = IDLE (2008 LOG IN )
06 = UNIT 06 = DSBL (2008 LOG OUT
09 = UNIT 09 = IDLE (2008 LOG IN )

 

[janaya]

printing out the ACD number won't help if they are on Symposium, using skill set routing. The ACDN could be a default and the person's phone could be programmed with something else.

If they have symposium. check the agents by running a report and see who is not logging off.

someone posts after their signature a perfect phrase for this problem:

I have not technical solution to your management problems.

It should be up to the supervisors to check their reports to see who is not logging out.

If they are using scripting, then put a time of day command in there to send to the closed RAN when 5pm comes around, or whatever time they closed.

this should get around people not logging off.

John

 

[todd1019]

They dont have Symposium in that facility and it was two extensions that were logged in. One of the extensions was left unattended.....

Logged out that extension and now it works.

Thanks for the help.