AACC Multimedia Complement to Elite

[mvestal]

We've just installed AACC as a multimedia complement to Call Center Elite and we're having some phones with the AAAD integration to the phones.

First, we cannot perform a supervised transfer or conference. The transfer and conference buttons complete the transfer and conference immediately. The only way we can get it to work is to put the first call on hold, place the second call, then go back to the first call and click Transfer and select the second number. That works, but that's not how Avaya explains the procedure in the AAAD guide.

Second, the mute button doesn't work and third, we frequently get an error when logging out that Elite did not respond to the logout request. The only way we've found to reliably make sure the Elite agent gets logged out is to place a call to *15...the logout feature code.

Anybody run into these hurdles before and if so, how did you overcome them?

Melissa

[sfitzg]

Hi Melissa,

Did you ever get an answer from Avaya regarding these? I am implementing an Elite solution now and I am still running into the same issues on AACC 6.3 SP8.

In addition to the regular error on logout I am also having a problem with using collected digits or UUI in a screen pop. More often than not, there are no collected digits when using the 'Info' button in AAAD and consequently no associated screen pop. However if you look in the OneXAgent.log the actual collected digits were received, they are just not being passed through to AAAD.

Simon

[ocecetka]

Hello,

I have the same issue on AACC 6.3 SP8 Elite environment. Also "Use Trunk Access Code" check box does not insert tac for the outbound calls and Supervisor button is gray as well I think there is a lot of limitations when using AAAD with Elite

[sfitzg]

With regard to the UUI and Collected digits problem above, there is a CMM patch (103) for this which resolves the issue.