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Mitel Forums => Mitel MiVoice Business/MCD/3300 => Topic started by: ausername on November 24, 2016, 10:59:48 PM

Title: call history key not working with ACD logged users?
Post by: ausername on November 24, 2016, 10:59:48 PM

Hey guys,

Is it normal that the call history key is not working when an ACD user is logged on?  If the user logs out of ACD and a call is missed, then the call history key works.  If the user is logged on with his ACD username and a call is received (direct external dial to the user's mitel extension) then the call history key doesn't work.

any thoughts on this?

thanks!

Title: Re: call history key not working with ACD logged users?
Post by: petr.necas on November 25, 2016, 04:25:16 AM

Yes, call history is not supported for ACD calls.

From the online help:

Conditions and Feature Interactions
    Call History is not recorded for ACD calls.

I think it is because for the ACD agents the call history should be managed by the contact center application rather than on the phone itself.

Title: Re: call history key not working with ACD logged users?
Post by: ausername on November 25, 2016, 08:13:45 AM

Quote from: petr.necas on November 25, 2016, 04:25:16 AM

Yes, call history is not supported for ACD calls.

From the online help:

Conditions and Feature Interactions
    Call History is not recorded for ACD calls.

I think it is because for the ACD agents the call history should be managed by the contact center application rather than on the phone itself.

thanks!