atcomsystems.ca/forum Forums Other TDM Phone Systems Executone-Isoetec Telephones & Systems ACD issue

I have and Executone 648 with advanced ACD.

My problem is that in the "c dynamic" screen in ACD programming it shows 1 call in Que for 1 ACD group and 255 calls in another ACD group and there are no calls in the Que. This is a problem because the Que lights are going crazy>

Thanks in advance

Reboot and see if trouble remains.
Mike

I have seen this from time to time and rebooting the system clears this issue. you might want to check and see if there is any DID numbers or something else causing this issue. In my case it is the software doing some funky stuff once every few months.

I have seen this problem as well. It seems to be agents logged into multiple ACD groups. I think the system subtracts a call from the wrong group as the agent answers a call. I suspect it has to do with priority on the Agent ie a call rings an agent from a group but a call comes in for a higher priority group that the agent is also logged into when he answers he gets the higher priority call but it is subtracted from the lower priority que or something like that. The problem increased when agents were logged into more than 2 ACD Groups.

jjmaly a reboot does clear the issue but unfortunately with 50 or so agents a reboot in the middle of the day is hard. Avidcomm I think you are on to something here as I have multiple agents that log into multiple groups.
Now my question is is there a debug out there for this?

You know now that I think about it there is a timer that has to do with agent status update, the default is 5 seconds i Think but there is a way somewhere to increase that to every second. Perhaps the overlap of status could be reduced by increasing that timer or debug parameter. Forgive me for not knowing where it is. Anybody remember this one?

I found a debug parameter called Agent refresh so that might be just what you need to use if you want to increase the ACD agent refresh rate.