CWC codes 2

[Scott99]

Can anyone explain why CWCs may not be showing up a a daily CWC daily report. the login is 'auto-in' rather tahn 'manual-in' with a 'VDN timed ACW interval' of 90 seconds. The agents are pressing the CWC button afetr a call while the phone is in ACW. the phone displays a C: prompt and they then enter a 3 digit code which is already predefined in the Lucent Supervisor Dictionary. All other reporting is ok but not for this. The option on the hunt groups is for forced entry of CWC codes but this will not work with auto-in only manual-in. This would make sense if there was no ACW interval time but there is.

Thanks

 

[Definity]

Are you sure the agents are using the correct procedure to enter the CWC codes & these codes are defined in the CMS.
The procedure to enter the CWC code is "press the work-code ket enter the code followed by #", pressing # would send the digits to CMS, In CMS the code should be defined both in Directory & CCA(Call centre administration) only when the codes are defined in CMS at these two locations the report will get generated.

Hope this helps

 

[Scott99]

Thanks

That was indeed the reason. The CWCs were defined in the dictionary but not in the CWC call administration. Curious to know why Lucent set it up like this for CWCs.

 

[Definity]

Glad I could Help
Really don't know the reason..