Problems with Callmaster IV 1

[djpegote]

I've got some Callmaster IV terminals installed in my Definity ECS System. But recently, there are concretly 3 terminals that doesn't allow the call center members to log in by pressing the log in button. Does anybody know what the problem is?

 

[dimas]

HI
Members must be included in ACD hunt group, yes?
Try to make logining by dialing login Feature Access Code and then hunt group number .
Regards

 

[Ronster]

Try refreshing the Callmasters by dialing the refreash feature access code then the extension number. NB you cannot do this if the Callmaster has a headset plugged in.

 

[djpegote]

Thanks Dimas,

but all members are included yet in ACD hunt groups 23,24 and 25. The problem is when they press LOG IN button, then appears the FAC code in the console display (*34) and then the terminal doesn't recognize de agent-login id.

 

[dimas]

After dialing Login FAC you should dial hunt-group number and only then Agent ID.
The maximum number of splits into wich one Agent be logged in is 3
- may be you are trying to log into the 4th split.

There is documentation fragment:
DEFINITY ECS Release 8
Issue 2
Guide to ACD Call Centers 555-233-503
December 1999
".....
Login
To log in, an agent goes off-hook and dials the login feature access code (FAC), followed
by the split number and the log-in ID, if required. If login is successful, the agent
automatically enters Auxiliary Work mode for that split. The Auxiliary Work button lamp
for that split, lights steadily and the agent hears the confirmation tone.
If the split is measured, the system sends messages to CMS or BCMS that the agent
(identified by login ID) has logged in and has entered Auxiliary Work mode.
Login is canceled and the agent receives intercept tone if any of the following occur
during login:
- The agent dials an invalid login FAC or split number (that is, the number of a split
that does not exist or to which the agent is not assigned).
- The agent is already logged into the maximum number of splits.
- The agent dials a split number for a split that he or she is already logged into.
......
Staffing Multiple Splits
An agent can log in from any extension assigned to a split. For the DEFINITY ECS and the
Generic 3 switch, an agent can log into as many as three splits. To the switch and CentreVu
CMS, each login counts toward the maximum number of agent members that can be
measured. That is, if four agents are each logged into three splits, the agent member count
is 12.
...."

 

[Definity]

djpegote ,
The post by Dimas is for the systems without call centre Elite, With Elite you have to enter the login ID after the Login code/Key. pls make sure the call master is not already logged in to the system with some other ID. If you are running Elite this should be all.
Incase the system is non-elite , can you pls let us know what do you get when you try to enter the agent ID/split no which is 01,02 in G3si & 001, 002 for G3r) .

 

[djpegote]

I've started to think that the problem is caused by the own console because if you take the one which logs in perfectly and you connect this to an extension whith one of the consoles ,which doesn't work, automaticaly the first console also works perfectly. Obiously, the problem is caused by the own console.
Whith the refresh FAC done, the results are the same.
But the cuestion is ¿Can three consoles stop working at the same time?