IP Agent r5 randomly going into Aux Work

[jtierney]

They are using 4602 sets in Citrix/telecommuter mode as well.

User reports that the IP Agent software will randomly go into Aux Work (they can then Auto-in). Where can I look for settings that might affect this?

Thanks,

JT

 

[wildcard100001]

Check the skills... RONA (re-direct on no answer) and timed ACW....

Thanks,

Wildcard

 

[jtierney]

Timed ACW set to 3 and RONA to the primary (main auto att) VDN.

 

[wildcard100001]

So... perhaps the PBX is attempting to send the call... the call path doesn't setup right...because the previous call hasn't fully disconnected. RONA enages, agent is in AUX.

Is the service link on the station setup as "as needed" or "permanent".... Try them on permanent if you have a stacked up queue...

Thanks,

Wildcard

 

[jtierney]

I'll try that, thanks. I was wondering if something was getting envoked (sp?) if an "available" agent declined to answer the call, perhaps.

 

[jtierney]

I have made this change to 2/4 agents.

HOWEVER...here is the twist..calls are routed from a vector to split 1 pri m. The call rings to an available/staffed agent but COVERS to the VMail box of the telecommuter IP station.

Ex: The agent is x5144 (x ported 6416D+M)and uses an Audio connnection in telecommuter mode to a 4602 IP set x5344. When the calls see x5144 available and it rings the IP Agent, it creates an Audio bridge [sic] to 5344 and following THAT coverage (5344's) instead of the vector.

 

[jtierney]

NOTE: Keep SBA held and Maintain SBA are both set to Y. This may be a culprit, but ironically, they like the calls to go to the voicemail.

What they don't like is the "random" AUX work.

JT

 

[wildcard100001]

Remove RONA then, as if they don't answer, the system will put them in AUX. The calls will follow the coverage path if they don't answer.... a bit crazy for a call center..

Thanks,

Wildcard

 

[jtierney]

The RONA issue has resolved this Aux Work issue..thanks Wildcard. The only thing "off" now is that 2 of the agents no longer have the telecommuter location ring...they have to select "Answer" on the screen before it physically rings the phone.

I will be onsite in a couple of days to verify, but I'm guessing this a a setting in the PC software.

JT