atcomsystems.ca/forum Forums TDM Business Telephone Systems Mitel Telephones & Systems problem with acd calls on 200el

I have a customer that swears this happens , acd agent sets 3 of them all logged in , they tell me that the queue status lights for their agent group lights and flashes to indicate there are calls in the queue but the agents are not receiving the calls .Has anyone else had this problem Mitel says they have not heard of this issue the customer has an sx200el with q45 lw19 software.

I have had this complaint before . If I spent enough time on site watching the agents it has almost always been user error or a perception error on the part of the acd agents on how they think it should work . Most times they did not realize the programmed length of the wrapup/work timer or that the call was being controlled by skill based routing . The only true bug I have seen is if the call is routed via remote agent software and the call is forwarded and presented to another group but the alert key keeps flashing on the local sets . Other than that it's always been something with the end user . If you spend enough time on site with the agents and one of them says "it just happened" then you can check the smdr logs on the PBX and usually track down the issue . I hope this helps .

I'd also have a look at the interflow and overflow settings, just for fun. Once in a while, for no apparent reason, you'll get excessive overflows, i.e. agents logged in and available, but the call overflows anyway. Usually it's a setting issue.