sundance-communications.com/forum Forums TDM Business Telephone Systems Toshiba Telephones & Systems Network ACD question

Can someone shed some light on this:
Network ACD agent is logged into her IP phone (IP5531SDL) at home (ID: 89138 extension 767). A call comes into the queue and she answers it. She is on the call and is presented with a second call - her ACD log-in/out button starts flashing and she can hear it ring. Because she is on an ACD call this one gets re-queued and she is put in unavailable.
This only happens when she logs in from home It doesn't happen when she logs in from her desk phone. Other agents are using this same model with no issues.
If he runs Visualizer for today it shows she took the ACD call and was on for 2 hrs and 11 mins.
The TASKE report (default daily report-agents-by quarter hour) it is showing she logged in, but during the time of the call it shows 0 ACD calls. If he looks by Queue detail for detail it shows her total time as 51 mins but this one call was over 2 hours.

Help?!?!?

What and how many PDN and PhDN buttons does she have programmed on her phone. Whatever button she is using to login to ACD with it should not have any forwarding on it, including button to button hunting.

I used to put 3 DN buttons on the phone. The first being the PDN, the second being a PhDN programmed to look like the first DN but the first DN button would hunt to button 2 if it was busy. The I would have a third PhDN button to use for the ACD and this button had no forwarding to it at all. When the agents logged in they pressed the third button on they're phone and performed the login functions from there. It worked great!

But I would check your multi DN hunting and your system forwarding o. That button as a starting point.

according to the IT person on site it only has one DN - no PhDN's at all. They do have a CO line programmed on them set as no ring. Their 800# points to this line and the reason it appears on the phones is because they need to roll their calls manually at night. Could this be the issue?

That trunk is part of your problem. If the ACD call come in on that trunk it will jump from the PDN to the trunk upon answer therefore freeing the PDN to receive another ACD call. For the use they do of that trunk key I suggest you put a one touch key that dial #7XXX where XXX is the line number (ex.: 001, 002, etc...)

ACD users should never have any CO's lines, Pooled line keys, GCO's or any shared PhDNs.
FYI Article # 2755 and 2992