Agent Observe and SCL

[clayndwoods]

I rebuilt one of my call center supervisor's phones in software and now the Observe button doesn't work. I get a no speed call list error. We've never used speed call lists. The TN dump is below. Will the CLS = OSUA keep this from working normally sans the speed call list?

TN 020 0 13 14
TYPE 2216
CDEN 8D
CTYP XDLC
CUST 0
AOM 1
FDN 6100
TGAR 6
LDN NO
NCOS 3
SGRP 0
RNPG 0
SCI 0
SSU
LNRS 16
XLST
CLS UNR FBD WTA LPR MTD FNA HTA ADD
MWA LMPN RMMD SMWD AAD IMD AOS 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
ICDA CDMA LLCN MCTD CLBD AUTU
GPUA DPUA DNDA CFXD ARHD FITD CNTD CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID BUZZ AGRD MOAD AHD
DDGA NAMA
DRDD EXR0
USMD USRD ULAD RTDD RBDD RBHD PGND OCBD FLXD FTTC DNDY DNO3 MCBN
OUSA OBPD
CPND_LANG ENG
RCO 0
HUNT 6100
LHK 9
PLEV 02
AST
IAPG 0
AACS NO
ITNA NO
DGRP
PRI 01
MLWU_LANG 0
DNDR 0
KEY 00 ACD 6161 0 5530
SPV
01 NRD
02 MSB
03 OBV 5654
04 ACNT
05 DWC 6161
06 DWC 6171
07
08 SCR 6469 0 MARP
09 SCR 5469 0 MARP
10 ADL 20
11 ADL 20
12 AO6
13 TRN
14 CFW 20
15 MWK 6100
16 AGT 5102
17 AGT 5532
18 AGT 5556
19 AGT 5558
20 AGT 5559
21
etc. etc. to the end

 

[johnpoole]

is she trying to odv a acd group that she is not spv for?

john poole
bellsouth business
columbia,sc

 

[clayndwoods]

No. The odd thing is the error code would end with this 4 digit number, and there was the same 4 digit number after OBV when printing out the TNB. That was never there before. I changed the CLS to OUSD and it all looks natural now. When she gets in after lunch I'll ask her to try it and see.

 

[clayndwoods]

That worked. With CLS=OUSA a system speed call list is used as a pointer to the agent/position to be observed. We use Multi Queue Assignment which pretty much renders position numbers a mute point, as an agent can log in at any position, and into any queue, as well as multiple queues. Consequently only the agent number has any meaning.