Using Agent Id to login on ACD

[lexer]

Hi

I've got Cs1000 rls 6 Co-Resident, I configured an ACD group on LD 23 with 3 agents, I configured on ld 23 the SCB for asking agent ID on ACD login and to send reports for TTY port 6, The 3 agents have 1140 Ip Phone sets.

This the ACD 7600:

REQ prt
TYPE acd
CUST 0
ACDN 7600

TYPE ACD
CUST 0
ACDN 7600
MWC NO
PCMM NO
DSAC NO
MAXP 4
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT 21
FRT 2
SRRT 21
SRT 16
NRRT
FROA NO
CALP POS
ICDD NO
NCFW
FNCF NO
CWTT NONE
HMSB YES
ACPQ NO
FORC NO
RTQT 0
SPCP NO
OBTN NO
RAO NO
CWTH 1
NCWL NO
BYTH 0
OVTH 2047
TOFT NONE
HPQ NO
OCN NO
OVDN
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT 40
RTPC NO
STIO
TSFT 20
HOML YES
RDNA NO
LABEL_KEY0 NO
NRAC NO
DAL NO
RPRT YES
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
CCBA NO
IVR NO
OBSC NO
OBPT 5
CWNT NONE

This is the SCB Ld 23:

REQ prt
TYPE scb
CUST 0

TYPE SCB
CUST 0
CPRD 01 01 12 31
SHR 7
EHR 19
DOW 2 3 4 5 6
RFRQ 1
SFRQ 1
ROPT 1 2 4
PRIO 6
PAGE YES
AID YES
IDLB 0001
IDUB 0099
LOG 10
SRPT NO
TOT4 YES

This is a station with a 1140 Ip Phone for Agents on the ACD:

TN 096 1 01 24 VIRTUAL
TYPE 1140
CDEN 8D
CTYP XDLC
CUST 0
NUID
NHTN
CFG_ZONE 001
CUR_ZONE 001
ERL 0
ECL 0
FDN
TGAR 2
LDN NO
NCOS 1
SGRP 0
RNPG 2
SCI 0
SSU 0099
LNRS 16
XLST 0
SCPW 0125
SFLT NO
CAC_MFC 0
CLS TLD FBD WTA LPR PUA MTA FND HTA TDD HFA CRPD
MWA LMPN RMMD SMWD AAD IMD XHD IRA NID OLA VCE DRG1
POD DSX VMD SLKD CCSD SWD LNA CNDA
CFTD SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD
ICDD CDMD LLCN MCTD CLBD AUTR
GPUA DPUA DNDA CFXA ARHD CNTD CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID BUZZ AGRD MOAD
UDI RCC HBTD AHA IPND DDGA NAMA MIND PRSD NRWD NRCD NROD
DRDD EXR0
USMD USRD ULAD CCBD RTDD RBDD RBHD PGND OCBD FLXD FTTU DNDY DNO3 MCBN
FDSD NOVD VOLA VOUD CDMR ICRD MCDD T87D KEM3 MSNV FRA PKCH
AUTH 1 3909
2
3
4
5
6
CPND_LANG ROM
RCO 0
HUNT 000
LHK 1
LPK 0
PLEV 02
DANI NO
SPID NONE
AST
IAPG 0
AACS NO
ITNA NO
DGRP
PRI 01
MLWU_LANG 0
MLNG SPA
DNDR 0
KEY 00 ACD 7600 0 2300
AGN
01 SCR 171 0 MARP
CPND
CPND_LANG ROMAN
NAME Call Center
XPLN 24
DISPLAY_FMT FIRST,LAST
02 NRD
03 MSB
04 DWC 7600
05
06
07
08
09
10
11
12
13
14
15
16 MWK 7000
17 TRN
18 AO6
19
20 RGA
21 PRK
22 RNP
23
24 PRS
25 CHG
26 CPN
27
28
29
30
31
DATE 13 JUL 2016

All The agents use head-set on their 1140 phone set for answer calls.
According to the manual for agent login using Agent ID have to do the following:
-Go Off-hook and dial Agent Id
-Then Press the In-Calls key

I did the above procedure lifting the handset on the phone and pressing SCR key 01 station key), then entering agent Id and I can login, But If I put the handset on its place (go on-hook) the Agent go to logout state.
I tried doing login going Off-hook using the headset for It doesn´t wotk.
I don't know what I'm doing wrong
Pleas any ideas?

 

[SherWat]

You may want to try and changed the HOML prompt in LD 23 for your ACD to NO

 

[Firebird Scrambler]

I'm not sure if there were issues with the 1140 sets when used in ACD mode. The configuration that you have done looks OK. Should HOML in LD 23 be left at "YES"?. I can't remember if that is the correct settings when using headsets as it has been a while.


Firebird Scrambler
Nortel Meridian 1 / Succession and BCM / Norstar Programmer in the UK
Advance knowledge on BCM support

http://www.linkedin.com/in/davidbromley

 

[Wanebo]

There are some quirks using 1140 sets as ACD. The handset behavior you describe is one of them.

 

[lexer]

Thanks!!!

I changed on ld 23 the ACD prompt HOML to "NO" and now It's working.

In the manual:

HOML Handset Removal or Make Set Busy key (MSB key) log out.
The HOML option allows an agent to log out by removing the headset or going on hook without using the Make Set
Busy (MSB) key. Logout while on Agent Reserve causes a cancellation message.
(NO) Log out with only the Make Set Busy key
YES Log out with either handset removal or Make Set Busy key activation
HOML is prompted if an Auxiliary Data System (ADS) or Schedule Block (SCB) exists.