Remote Agent logout doesn't with external phone

[Spayne228]

We recently converted from a 5 digit dial plan to an 11 digit dial plan. We noticed that the remote agent logout does not work if you call from a cellular phone. It does work with a station that has EC500 if you call from the associated cellular phone. The system does not accept the DTMF digits of the agent. Once you type the agent ID the system disconnects the call.

 

[AvayaTier3]

Hardware Platform?
Definity/CM Software Version?
Current Service Pack?

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

bsh

40 years Bell, AT&T, Lucent, Avaya
Tier 3 for 30 years and counting
[URL unfurl="true"]http://bshtele.com[/url]

 

[Spayne228]

S8700 dual servers on VM platform
6.3
Service Pack 1

 

[4merAvaya]

You need to use a COS that has Console Permissions to use the feature.

Kevin

 

[Spayne228]

We changed the COS to allow console permissions, however this did not fix the issue.

 

[AvayaTier3]

Avaya Aura Communication Manager Screen Reference
Release 6.303-602878
Issue 5
October 2013

Pg 149 - Avaya Aura Communication Manager Screen Reference October 2013

Remote Logout of Agent
If enabled, users can use a feature access code to logout an idle ACD or EAS
agent without being at the agent's telephone. Remote Logout of Agent
If enabled, users can use a feature access code to logout an idle ACD or EAS
agent without being at the agent's telephone.

Pg 308 - Avaya Aura Communication Manager Screen Reference October 2013

Remote Logout of Agent Access Code
FAC typically used by a supervisor to logout an idle agent without being
physically present at the agent station. The supervisor can be locally or
remotely located. Available only if Service Observing (Remote/By FAC), Vectoring
(Basic), and Vectoring (Prompting) are enabled on the system.

This value must conform to the FACs or dial access codes defined by the dial
plan.
Related topics:
Service Observing (Remote/By FAC) on page 959
Vectoring (Basic) on page 960
Vectoring (Prompting) on page 961

From the SAT, you can busy / release the station the agent is logged into.

To use Remote Logout of Agent Access Code:
You need console permissions "y" on your station COS to be able to remotely
logout an agent.
--------------------------------------------------------------------------------
display cor 1                                                   Page   2 of  22
                              CLASS OF RESTRICTION

                     MF Incoming Call Trace? n
               Brazil Collect Call Blocking? n
                     Block Transfer Display? n
Block Enhanced Conference/Transfer Displays? y
                     [b][COLOR=#CC0000]Remote Logout of Agent? y[/color][/b]
--------------------------------------------------------------------------------
display feature-access-codes                                    Page   5 of   9
                               FEATURE ACCESS CODE (FAC)
                         Automatic Call Distribution Features
             Remote Logout of Agent Access Code: 783
--------------------------------------------------------------------------------
display system-parameters customer-options                      Page   6 of  11
                         CALL CENTER OPTIONAL FEATURES

                          Call Center Release: 6.0

                                ACD? y                          Reason Codes? y
                       BCMS (Basic)? y               Service Level Maximizer? n
         BCMS/VuStats Service Level? y             Service Observing (Basic)? y
  BSR Local Treatment for IP & ISDN? y     [b][COLOR=#CC0000]Service Observing (Remote/By FAC)? y[/color][/b]
                  Business Advocate? y              Service Observing (VDNs)? y
                    Call Work Codes? y                             Timed ACW? y
      DTMF Feedback Signals For VRU? y                     [b][COLOR=#CC0000]Vectoring (Basic)? y[/color][/b]
                   Dynamic Advocate? y                 [b][COLOR=#CC0000]Vectoring (Prompting)? y[/color]
[/b]

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

bsh

40 years Bell, AT&T, Lucent, Avaya
Tier 3 for 30 years and counting
[URL unfurl="true"]http://bshtele.com[/url]

 

[Spayne228]

This is what the system reflects. When an internal extension dials the number 16234357951 the caller is able to logout the agent. If any external caller dials the same number the system is not recognizing the digits entered. According to the staff this issue worked before we converted from 5 to 11 digit extensions. We left this number as a 5 digit extension.


FEATURE ACCESS CODE (FAC)

Call Center Features

FORCED LOGOUT/AUX
Forced Agent Logout by Location Access Code:
Forced Agent Logout by Skill Access Code:
Forced Agent Aux Work by Location Access Code:
Forced Agent Aux Work by Skill Access Code:

MISCELLANEOUS
Add Agent Skill Access Code:
Remove Agent Skill Access Code:
Remote Logout of Agent Access Code: *160

CALL CENTER OPTIONAL FEATURES

Call Center Release: 6.0

ACD? y Reason Codes? y
BCMS (Basic)? y Service Level Maximizer? n
BCMS/VuStats Service Level? y Service Observing (Basic)? y
BSR Local Treatment for IP & ISDN? y Service Observing (Remote/By FAC)? y
Business Advocate? n Service Observing (VDNs)? y
Call Work Codes? y Timed ACW? y
DTMF Feedback Signals For VRU? y Vectoring (Basic)? y
Dynamic Advocate? n Vectoring (Prompting)? y
Expert Agent Selection (EAS)? y Vectoring (G3V4 Enhanced)? y
EAS-PHD? y Vectoring (3.0 Enhanced)? y
Forced ACD Calls? n Vectoring (ANI/II-Digits Routing)? y
Least Occupied Agent? y Vectoring (G3V4 Advanced Routing)? y
Lookahead Interflow (LAI)? y Vectoring (CINFO)? y
Multiple Call Handling (On Request)? y Vectoring (Best Service Routing)? y
Multiple Call Handling (Forced)? y Vectoring (Holidays)? y
PASTE (Display PBX Data on Phone)? y Vectoring (Variables)? y
(NOTE: You must logoff & login to effect the permission changes.)

VECTOR DIRECTORY NUMBER

Extension: 69999
Name*: Rem Agent Logout
Destination: Vector Number 1999
Attendant Vectoring? n
Meet-me Conferencing? n
Allow VDN Override? n
COR: 27
TN*: 1
Measured: none


VDN of Origin Annc. Extension*:
1st Skill*:
2nd Skill*:
3rd Skill*:
CALL VECTOR

Number: 1999 Name: Rem Agent Logou
Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? y
Prompting? y LAI? y G3V4 Adv Route? y CINFO? y BSR? y Holidays? y
Variables? y 3.0 Enhanced? y
01 wait-time 2 secs hearing ringback
02 route-to number *160 with cov n if unconditionally

INCOMING CALL HANDLING TREATMENT
Service/ Number Number Del Insert
Feature Len Digits

public-ntwrk 10 6234357951 10 69999