Interaction Center ACD AUX/ACW state

[geige1]

Hello all,

My customer is using AIC 7.3 and we have the following problem:
When an agent is logged on ACD via AIC he is not able to switch from an AUX state to ACW. Neither with a hardphone nor with a softphone. AIC causes immediately switching back to AUX when the AUX key has been pressed by the agent.
btw: when the agent is logged on ACD directly using hard- or softphone it is no problem to switch from AUX to ACW.

Any idea?

TIA, Ralph

[gill54]

Hello all,

My customer is using AIC 7.3 and we have the following problem:
When an agent is logged on ACD via AIC he is not able to switch from an AUX state to ACW. Neither with a hardphone nor with a softphone. AIC causes immediately switching back to AUX when the AUX key has been pressed by the agent.
btw: when the agent is logged on ACD directly using hard- or softphone it is no problem to switch from AUX to ACW.

Any idea?

TIA, Ralph

Hi,

Ensure the after-call feature button is added to the station ID. Is the issue present when logging into other station IDs?

[geige1]

Hi,

first of all thanks for Your answer.
I have to explain the situation more detailled. The Agent is using One-X Agent for communication with customer and changing ACD states (no IC Agent or something like that).
But: The Agent is NOT logged in to ACD via One-X Agent but through a CTI application which is connected to IC (in this case the Avaya SAP connector). We found out, that neither the SAP connector is nor One-X Agent is responsible for this behaviour. It is something "inside" IC.
Every Agent in the Call Center, who is logged in via IC has this Problem. All other agents, which log in to ACD using One-X Agent can easiliy Switch from AUX to ACW.