Question on Agent configuration 2

[Avayacoolstuff]

All my agents are complaining that they are not hearing a beep sound when call is auto answered.

For both Agent ID and station, auto answer is set to ACD. Can you please assist ? what else need to be checked ? to make sure agent hear a beep sound before auto answer

 

[joe2938]

How is your set up?

ACSS IP Office AIPS IP Office

 

[Avayacoolstuff]

Its on AVAYA CM

 

[joe2938]

I know that, how are you hunt groups built?

ACSS IP Office AIPS IP Office

 

[Avayacoolstuff]

agent id and station is setup in CM, and agents are using avaya one x agent software to receive calls.

 

[joe2938]

How is the hunt group built?

ACSS IP Office AIPS IP Office

 

[Avayacoolstuff]

Hunt group type: ead-mia

 

[joe2938]

On system parameters features turn this on "Hear Zip Tone Following VOA - Yes" This should resolve the issue

ACSS IP Office AIPS IP Office

 

[joe2938]

Mine is on page 10 to turn this on.Also agents must use headsets for this zip tone to work according to the docs

ACSS IP Office AIPS IP Office

 

[Avayacoolstuff]

Its already set to 'Y

 

[joe2938]

Are they using headsets?

ACSS IP Office AIPS IP Office

 

[Avayacoolstuff]

Yes they are using Headset.

 

[Avayacoolstuff]

Thank you Joe for responding and helping me

 

[joe2938]

Did it work?

ACSS IP Office AIPS IP Office

 

[Avayacoolstuff]

No not worked, still agents reporting the issue

 

[Avayacoolstuff]

they are using headset, one x setting is auto accept and their headset volume is also high

 

[AvayaTier3]

What is your call flow?

Are you routing calls to skill via vector?

You may want to lengthen the zip tone.

change tone-generation                                          Page   1 of  21
                                TONE GENERATION

      Base Tone Generator Set: 1
          440Hz PBX-dial Tone? n              440Hz Secondary-dial Tone? n
change tone-generation                                          Page   2 of  21
                       TONE GENERATION CUSTOMIZED TONES

        Tone Name        Cadence        Tone
                          Step    (Frequency/Level)
    zip                     1:     480/-17.25         Duration(msec): 950
                            2:

A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

45 years Bell, AT&T, Lucent, Avaya
Tier 3 for 35 years and counting
[URL unfurl="true"]http://bshtele.com[/url]

 

[Avayacoolstuff]

Yes I'm routing to skill via vector. I'm afraid to do it beacuse this might effect other users too.

 

[kieranmc]

Do you have a Whisper in the VDN?

 

[AvayaTier3]

please post your vector programming for these split calls

A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

45 years Bell, AT&T, Lucent, Avaya
Tier 3 for 35 years and counting
[URL unfurl="true"]http://bshtele.com[/url]