108
Symposium Call Center Server
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:
!
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:
!
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.
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