Issue with Agents not logging into defualt Queue.

[matthew517]

I have a issue where the Symposium agents are not logged in to the default queue when Symposium server is shut down.

Is there a setting in the ACD queue that needs to be set?

 

[Utreg]

Do the agents login manually when the server is down?
(They won't be logged in automatically when server goes down)

There are many ACD settings to check (f.e. ADS blocks) but the easy way is to check how login into your ACD queue works is to deaquire a TN and try to login on that set, these instructions could be as follows;

1) Lift handset
2) Press key 0 to "Enter Agent ID"
3) Enter the last 4 digits of your DN (to prevent using double login codes)

When, after login, "GRP .... PRIORITY 1" is shown;
4) Press the Not Ready key to be available for calls.

 

[KillianK]

If symposium/contact center is down, then the meridian/cs1000 will route calls to the agents.

Make sure your agent sets are programmed with the correct acd queue. You might have to reconfigure the sets in LD 20 as in the example below.

10 X Sales = ACD 6450

Then program 10 extensions with the same ACD queue

KEY 00 ACD 6450 0 3154
AGN
01 SCR 2154 0 MARP
02 MSB

 

[matthew517]

The contact center is supposed to have agents go into a default queue.
In this case 4800. All my agents are in that queue.
When my CDN 3750 is unacquired the calls should go the the dfdn 4800.
Contact center is supposed to have the agents take calls with out having to .re log in.
prior to release 7 the agents had to log off and back on when contact
center came back up.
There is a alog prompt in the acd but I believe that is fo IVR , call pilot and access ports

 

[KillianK]

Why dont you create a new cdn, acd, add to an agents acd set and make a test call, without aquring in contact center to check the default