ACD contact center features
250 Communication Manager Guide to ACD Call Centers
Troubleshooting
The following troubleshooting hints should be reviewed when UCIDs are not transmitted,
even though you received no error messages while administering the UCID feature, and all
software and connections meet the minimum requirements:
●
A tandem communication server has the
Send UCID?
option set to y for all trunk
groups that AAR/ARS or station users may use to tandem an incoming call.
●
If DCS is used, make sure all ISDN trunks between the communication servers used for
DCS or remote AUDIX are configured in the D-channel mode.
●
For CMS tracking purposes, make sure all trunks, VDN, and split/skills that handle calls
for which UCIDs are tracked are administered as “measured” (either “both” or
“external”).
