Bug: After ACD on Hold call hangs up, agent becomes Avail

[FoneFun]

Hello folks,
I've discovered a problem and was wondering if any one has a fix for this.

I'm running multivantage 11, with EAS.

The hunt group is configured as Timed ACW 30 secs.

If an agent gets an ACD call, and puts the caller on hold, and the caller hangs up while on hold, the agent becomes available right away, bypassing the timed ACW.

This poses a problem for a few reasons, but mostly for our CTI app, because the agent does not have time to tag the call before the next call comes in.

Has anyone experienced this and have a work around, a parameter change or know if Avaya has any patches for this?

Thanks!

 

[TechJimF]

I have experienced this also. Have not found a solution.

Jim

 

[SF0751]

Instruct/train your agents to select an AUX state when placing their caller on hold.

Susan
"A positive attitude may not solve all your problems, but it will annoy enough people to make it worth the effort."
- Herm Albright (1876 - 1944)

 

[TechJimF]

Unfortunately the management took away the aux buttons to keep agents available once the after-work timer expires. Too many agents would go into aux-work and not go back to auto-in.

Jim

 

[SF0751]

Bummer. In that case, alas, you're SOL. Maybe someone else out there has conquered this beast....

Susan
"A positive attitude may not solve all your problems, but it will annoy enough people to make it worth the effort."
- Herm Albright (1876 - 1944)

 

[huffer]

Putting the call on hold will change the agents status from "on ACD call" to something else (I'm not sure which status). I can imagine that the system makes the agent available again when the customer hangs up while on hold, because the ACW is selected after the available status. (I'm not sure this is the way the system works, but I can imagine it to.)

One question that comes to mind is: Why do you place a caller on hold? To look something up? To make the caller unable to hear you talking to someone else? Maybe the mute button will help you out here, you don't need hold and your status remains "on ACD call". When the customer hangs up while on mute, the system will put the agent in ACW modus.