Article ID: 51510 - Last Review: April 30th, 2012
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
Keywords: Auto Logout ACD No Answer ALM0064