Contact Centre Agents Issue

[Felix]

Hi All,

This is my first post on this forum but hopefully in the future I will be able to contribute with people issues. I am trained in SX2000 and 3300 and work on Contact Centre, Nupoint, UCA and the MBG.

I am currently having an issue with agents on the contact centre. Randomly at the end of some calls the agent goes directly back to available rather than unavailable with the wrap up timer. This results in the agent unable to enter an account code and resulting in bad data. This is random with different agents and different calls.

Both the queues I am looking at have a correct wrap up timer as well as the COS of the agents.

Has anyone had experience of this issue?

Thanks Again

Chris

[glenndmartin]

Hello and welcome

what version of MCD and CCM/MICC are you running also what do the agents have installed on their machines i.e. AV,firewalls things like that ?

[Felix]

Hello Glenndmartin,

Thank you for your reply. The version of MCD is 6.0 SP2 with active software load of 12.0.2.23.

The CCM is on release 6.0.2.3

This is a customer site so I will have to chase up what Firewall or AV the PC's have. I do know that some of these PC's are on a Citrix environment.

[ralph]

The wrap up timer only works if the call is presented to the agent via an ACD queue.
Is there any chance that the call is being transferred to the agent some how or the agent is taking the call off of hold from another phone?

Ralph

[Felix]

Hi Ralph,

Thanks for your post. That sounds like that is a possibility. So if a call is transferred to another Agent the wrap up timer doesn't kick in and at the end of the call the Agent is put back to available?

[ralph]

So if a call is transferred to another Agent the wrap up timer doesn't kick in and at the end of the call the Agent is put back to available?

That's correct.   The timer only kicks in if the call came in to the agent via a queue.   If it came into the network via a queue and then transferred directly to an agent then the timer doesn't come on.

Ralph

[Felix]

Thanks for that Ralph.

I will complete a few test calls and see if I can replicate the fault.

[jamesrenaud]

Felix, are you using wrap up timer configured on the MCD or through the CCM?

If you have the worktimer configured through CCM and an ACD call is transferred to another agent, the second agent should still receive a wrapup timer once that call is completed (the Enterprise Server knows it was originally an ACD call and treats it as such for wrapup).

Cheers,
James.