ALM0064 - ACD 2000 - Auto Logout Last Agent On No Answer

DESCRIPTION

ACD 2000 - Auto Logout Last Agent On No Answer is set to "No" on the PBX.

SEVERITY

Minor

IMPACT

If you select “Yes” for this option, when the last call is requeued and the agent is logged out, the path becomes unavailable. If you select “No” for this option, the last agent will continue to get the same call repeatedly, resulting in a poor customer experience.

TROUBLESHOOTING STEPS

1. Open the 3300 ESM.
2. On the left click on System Properties => System Feature Settings => System Options.
3. Click Change.
4. Set ACD-Auto Logout Last Agent On No Answer to Yes.
5. Click Save.

NOTE: This alarm will need to be cleared manually by going to YourSite Explorer and clicking on Alarms. Select the alarm in question and click the Snooze button.

APPLIES TO

CCM 6.0 SP1

References

• MiContact Center Administration and Installation Guide
• MiContact Center User Guide
• MiContact Center and Business Reporter System Engineering Guide
• Multimedia Contact Center Installation and Deployment Guide
• Business Reporter User Guide