Troubleshooting | Standard 1.0 |
Calls are not being presented to agents
If you are using the Variable Wrap option, agents go into Variable Wrap state after completing a call. (You configure the length of the variable wrap period on the switch.) When the variable wrap period elapses, agents go into Ready state. If no calls are being presented to agents when they return to Ready state, ensure that the settings for the variable wrap option on the switch (in table ACDLOGIN or ACDGRP) match the settings on Symposium Call Center Server (in the agent’s call presentation class).
Note: If you do not configure Variable Wrap on the switch, the Release Guard feature is enabled. Release Guard prevents calls from being presented to the agent for 1 second after an active call is released.
Agents are not in Variable Wrap state after calls
If agents go into Not Ready rather than Variable Wrap state after calls, ensure that the following conditions have been met:
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The VARWRAP option is configured for the ACD group to which the agents belong, or for the individual agents.
The After Call Allow Variable Wrap option is set for the call presentation class to which the agents belong.
Agents are receiving calls when they are busy on the Secondary DN
Symposium Call Center Server only monitors agent Not Ready on Secondary DN status for outbound calls. This DN must be correctly configured on Symposium Call Center Server.
If calls are being presented to agents who are on an outbound call on a secondary DN, ensure that the following conditions have been met:
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The secondary DN is configured on the switch.
The NRONOSDN option is configured for the ACD group to which the agents belong, or for the individual agents.
108 | Symposium Call Center Server |
