CentreVu - CMS "State" 1

[Old31V]

Does anyone know what DACDIN means?

 

[marcell55]

That means that an agent is talking on a "Direct Agent" Call. Apparently you have Direct Agent activated on your system, so when someone calls the agent id directly, it is considered DACDIN. Direct agent counts calls directly to an agend id as an ACD call. The CMS gives you an indication to let you know if it's a regular ACD call (ACDIN) or a Direct Agent ACD call (DACDIN).

 

[Old31V]

Okay, then that leads me to my next question; how/ where does one determine that Direct Agent is activated and in what areas of the PBX must one administer to implement?

Thanks in advance.

KG

 

[marcell55]

If you look at their agent id, there should be a "Direct Agent Skill" administered. Also, the COR of the agent id would have to have "Direct Agent Calling" turned to yes. Any other CORs that the call would pass through would have to have "Direct Agent Calling" turned to yes, such as trunk groups, VDNs, Hunt Groups and so on.