One X Agent : Dials operator after transferring calls to another number intermittently

Doc ID		SOLN268573
Version:		2.0
Status:		Published
Published date:		02 Jun 2017
Created Date:		14 May 2015

Author:

Dan Morrissey

Details

One X Agent 2.5.5

CM 5.2.1

One X Attendant 4.09

When the user is finished with a call, they transfer the call to a VDN survey number, at this point, the One X Attendant, is receiving single ring, half rings, and sometimes the Attendant will not ring, but there will be a call history entry of an incoming call.

The users are remote.

The CMS report showed calls to the VDN line, and the AUX change using code 0.

system.NullReferenceException: auto-in or manual-in buttons need to be configured for this station inorder for agent to be able to go ready

Problem Clarification

When changing Agent states, the Agent will dial 0, (the default aux code) intermittently, resulting in ghost calls to the operator.

Cause

There is a small delay internally in which the Agent is changing states, and the lack of manual in button assigned to the station, single digit aux codes, and network latency are all affecting the situation.

system.NullReferenceException: auto-in or manual-in buttons need to be configured for this station inorder for agent to be able to go ready

Solution

The adding of the manual-in button has reduced the frequency of the issue. The customer will be adding two digits aux codes (which is reccommended) and increasing the ACW timer.

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