Agents can't dial out when logged into Call Center

[holydiver]

Hi,
WE have a Norstar/Callpilot set up with the Call Center module installed. For some reason, when some of my agents are logged in to the Call Center, they cannot make outbound calls, even if the press the "not ready" button. Any idea why this is?

Thanks! Any help is greatly appreciated!
A

 

[jerryreeve]

how do you have the call center agents programmed? can you post the info?

My first thought was are you using automatic answer? I haven't used it but it seems likely that auto answer keeps a audible path open so that the call can be delivered quickly, this might be what is stopping your agents from calling out. have you tried feature 64?

----------------------------
JerryReeve
Communication Systems Int'l
com-sys.com

 

[holydiver]

Thanks Jerry, but that wasn't it...
A

 

[Deweyhumbolt]

What happens exactly, when they try to dial out? Display, tones, etc.?

Adversity is Opportunity

 

[holydiver]

It's weird...when you try to dial out, nothing happens when you press the number buttons on the key pad - no sounds, no dialing, nothing..

A

 

[Deweyhumbolt]

The DNs have at least 2 intercoms, correct? What happens, when you go on NR, press intercom, then press Dest. code, probably 9? Something has to happen.

Adversity is Opportunity

 

[endlesswinter]

possibly a key stuck on the phone

 

[MarvO1]

Also, if you have a RAD on the system and a brouser session running via the RAD, agents cannot make calls, and sometimes can't log in if they weren't already logged in when the RAD session started. Happens on MICS 7.1 and I believe there were reports of this happening on earlier versions too.

MarvO said it