ALM0066 - ACD Real Time Events Feature Level

DESCRIPTION

ACD Real Time Events Feature Level is set incorrectly on the PBX.

You should enter "1" as the ACD Real Time Events Feature Level, otherwise you cannot generate a Hold Retrieve event under the following conditions:

A held call is retrieved on the key line on which the agent who initiated the hold originally placed the party. Any variation will be considered Hold Abandon.

SEVERITY

Minor

IMPACT

This setting is required to accurately report On Hold events.

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 Real Time Events Feature Level to 1.
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