HELP!! AACC6.4- POM Blending- not ready state when change from outbound to inbounbd

[frade2]

Hi Experts!

We have a question related to POM and AACC6.4 in AML (CS1000).

We are testing blending, and we notice that, when agent goes from outbound campaign to inbound, their state changes to "NOT READY" and they need manually to change again to ready.

The notice also that, this behaviour depends on the call presentation you configure in the agent....
If the agent has "RONA" for example 10 second the goes back to not ready in the disposition class of AACC, the problem reproduces, but if you configure the disposition class to let the phone ringing without RONA, the problem not ocurrs.

Do you have any idea whats wrong? is the correct behaviour??

THANKS A LOT FOR YOUR HELP!!!

[vikramsg]

I suggest your check the following configurations exists. These will be updated in the coming documentation updates:

POM Integration requirements

On CS1K
• ADS block configured on CS1k
• AHA class of service is enabled for all POM agent phones.

On AACC
• Disable RSM compression
• Disable the Answer By Placing DN Call On Hold option on all Call Presentation Classes assigned to POM agents

CS1k patches:
• MPLR32655 > superseded by MPLR33041 below
• MPLR32229 (public)
• MPLR33041 (public)
• MPLR33345 > superseded by MPLR33419 > superseded by MPLR33538 (public)

Hopefully this should resolve your issue.

[frade2]

THAnks!!! I Revise this

[frade2]

Hi vikramsg

MPLR32229 was not installed on customer side!!!
after installed and rebooted some components it seems to work fine, but we need to make hard tests... I reply you with the final results...THANKS!

[frade2]

Hi again vikramsg
It is very strange, but is working on Preproduction enviroment, but problem still exists in Production enviroment...and PRO enviroment has been configured same as PRE...

POM Integration requirements

On CS1K
• ADS block configured on CS1k
• AHA class of service is enabled for all POM agent phones.

On AACC
• Disable RSM compression
• Disable the Answer By Placing DN Call On Hold option on all Call Presentation Classes assigned to POM agents

CS1k patches:
• MPLR32655 > superseded by MPLR33041 below
• MPLR32229 (public)
• MPLR33041 (public)
• MPLR33345 > superseded by MPLR33419 > superseded by MPLR33538 (public)

[vikramsg]

Also please make sure that there is no break time configured for POM Agents. That may be a minor difference.

Break Time is not supported with POM Blended Agents.