Does the problem refer to
-> receive another new incoming while
last customer on hold (via router) hangs up during consult call?
(i.e., the second call leg is in progress)
Does the router refer to Nortel ACD or Genesys URS?
In both cases, agent mode is ready after releasing the first ACD call.
[u]Phone/line state Agent mode Remark[/u]
Idle Ready Agent ready to receive ACD call
Ringing Ready incomign call arrives
In-used Ready in conversation
By default, agent mode is kept as Ready; the line/phone state is in-used or busy when in conversation.
When the ACD call is released, line / agent modes are changed to Idle/Ready status that will receive next ACD incoming call!
Possible solution is to change agent mode to Not-Ready after establishing conversion.
[color=red]NB: operation impact is that agent may require to change agent mode to from NotReady to Ready manually.[/color]
Be sure that T-server option "no-call-disconnect" is set to no-call-disconnect (3 or 5, T-server / M-link dependent; check T-server manual!); otherwise, call in conversion will be disconnected!
e.g. for Genesys 7.1 T-server for NCS1000
no-call-disconnect
Default Value: 0 (All current calls are disconnected)
Valid Values:
0 All current calls are disconnected.
1 Current ACD calls are not disconnected.
2 Current DN calls are not disconnected.
3 Neither ACD nor DN calls are disconnected.
refer to http://www.sggu.com/smf/index.php/topic,3132.msg12793.html#msg12793 for "no-call-disconnect"
for wrap-up / not ready issue in Nortel environment, please refer to http://www.sggu.com/smf/index.php/topic,2802.msg11270.html#msg11270
