DWC Key for CCM

[jdombrosky]

DWC key works on some phones and not others.Have had same problem with Symposium in previous years .Multiple CCM sites have same issue.Works on some queues and not others.Cannot use CDN instead DFDN in its place which is great workaround due to phone then needs to be SPV class of service.Problem is supervisor also wants to use agent observe key also and cannot due to phones to observe are now SPV class of service.

[mkopiec]

This might be the answer to your issue...

A supervisor with Allow Observation of Supervisor Class of Service can
observe another supervisor in the ACD operation by pressing the Observe

Agent (OBV) key and dialing the Position ID of the supervisor observed.

[hached]

When you say "does not work" what exactly happens when they press the DWC key for the phones that are not working? Does anything display at all on the sets? Remember that with in Introduction of Symposium/Contact Centre/AACC that the DWC key displays a summary of all calls queued to all skillsets the agent is assigned to, it's not like in the ACD days when it would just display the number of calls waiting against the ACD it was queued to...