clarity Posted June 24, 2009 Report Share Posted June 24, 2009 I had shared this directly with pradeep earlier and he had suggested there may need to be a software update to fix this: I am also cross posting this issue to the public forum per Pradeep's request. 3rdly I have opened a support case and copied this information there as well. THANKS! --- I’m not sure exactly how to go about trouble shooting this problem. I imagine it’s simple. We have a customer of whom I’ve set up hot desking where they log onto their extension number (601) Hot desk. Then they log onto the agent queue by pressing *64 (agent login) The person (601) is entered into a number of agent groups as defined in the agent groups themselves.. You’ll see “601” is part of maybe 5-10 agent groups. The customer is complaining that they are still getting inbound calls to their phone (from other agent groups) of which they are part of when they are already on the phone.. And that the other agents who are logged in are not getting the calls sometimes… In other words it does not always go to an available agent who is not on the phone but is ringing him (601) yet he’s already on the phone having answered a phone call earlier.. If you need to look on our server. The specific extension (hot desking acct) is 601, he’s logging onto phone (501) and then logging into the agent queue by pressing *64. Server hostname: ******.***.*** Username: **** Password: **************** His expectation is that he should not receive any agent queue type calls when he’s already on the phone but someone else who is not on the phone but in the agent group should be getting the second inbound call rather than him. Here are the call details that he was able to get me on the last time it happened… I’ve asked him to try and record the events when it happens and to see if it can be recreated. Do you see anything obviously wrong or have any suggestions on where I can begin to test? Thanks! [Pradeep's response:] Hi Steve, Here is the response from Christian. Looks like we need to add some code to make the behavior that you are looking for. Pradeep Subject: Re: FW: Pbxnsip Hot Desking Ongoing complaint from customer. Hmm. I believe it is a "feature". The agent is something "logical", while the phone is something physical. The PBX knows that the agent is busy talking, but is not sure about the specific device. I believe the workaround must be that the phones that are used as hot desking devices should not be part of a ACD. Quote Link to comment Share on other sites More sharing options...
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