Author Topic: call history key not working with ACD logged users?  (Read 1318 times)

Offline ausername

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call history key not working with ACD logged users?
« 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!



Offline petr.necas

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Re: call history key not working with ACD logged users?
« Reply #1 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.

Offline ausername

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Re: call history key not working with ACD logged users?
« Reply #2 on: November 25, 2016, 08:13:45 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!


 

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