Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: vinodgujja on May 16, 2007, 05:54:59 AM
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Hi -
Can someone, please explain what is ACD position and why we need it? I have situation where one group of call center agents are configured to have extensions and position both under their places.
Few of them are frequently reporting that they are not able to receive calls from a particular workstation.It always shows them as "Call Dialling" in CCPuls+. I advised them to login to ACD position and be in ready state (as it reflects the agent status). But this solutions seems to be working on some occasion, I need to have permanant solution for this. Can you guys help me in understanding the root cause here?
Warm Regards
Vinod gujja
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Each PBX and TServer requires a specific configuration of it's DNs.
What PBX do you have?
What TServer logs mention about the login of the agent?
On Alcatel 4400/OXE for example ACD Position is the agent login on the PBX.
On Nortel i believe means the same.
You must read the specific deployment guide of your tserver.
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Ok, this is something that has to do with the way PBXs are operating.
Usually a phone is a combination of two distinct functions: call-control and ACD control.
Many of PBXs are made to be used both in the office and in the call center. In the office, you just use the phone to make and receive calls and phone is considered a means of getting in touch with the client. For callcenter PBX is much more than that - it IS the business and people get paid to support it by answering the calls. So, it is necessary not only to track the calls, but also what people do regarding this call. This is where position comes in. This is an additional feature that is added to PBX and allows PBX administrators to track what operator is doing and why. Login/Logout, Ready/NotReady, ACW, etc all of the agent statuses are signalled via ACD Position. The calls themselves are controlled via Extension.
Since Extension can only be on-call or off-call, it is impossible to tell if operator is ready to receive the next call after he hang up or not, so call queuing is also implemented with the combination of ACD Queues and ACD Positions. A call that has arrived into a queue will be sent to the agent that is READY. And since ACD Position is the one that is signalling that the operator is ready, the call is send to ACD Position.
So, extensions are for outbound calls and direct calls where the other user dialled directly the number of this operator. URS also sends the calls to extension.
ACD Position is to track operator status and to receive ONLY calls from the ACD queue that operator is logged in.
For PBX Extension and ACD Position come as two lines on the same phone, but Genesys does not know which extension comes with which position, since it cannot see the actual phones but only the lines. This is why Place is so important. This is how you tell Genesys which ACD Position comes with which Extension. Without this, you would be logged out in ACD Position, but since Extension is not on call, URS might think that operator is free and send the call to it. And you will end up with a ringing phone who no one will answer. And then you find out that your PBX guy messed up RONA and then your caller complains that he was listening to ringing tone for three hours (yes, there are people like this) and you end up giving him an year-worth of free rust-proofing on his Yugo.
I hope it makes it clear :)
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Hi Victor - Thanx for your reply, I tried to check the same in my system, And I donot see any difference when I compared both a DN (Type Extension) and DN (Type ACD position). Could you please throw some light on it.
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We had some sites on Alcatel 4400 with ACD pos and some not as switch configured slightly differently on each site, if you have it then it needs to be attached to the Place along with the extension
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Ermm..on Alcatel no...ACD Positions as explained years ago are just the CCD agents ID on the OXE
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Seriously Cav 1 site had to have them attached to place along with extension other site didn't, both had 4400 Alcatel if you detached it from place agent didn't get calls.
On the other site if you attached them agent didn't get calls !?!?
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??? ??? ??? ???
Seriously never seen that and would think on a TServer missconfiguration....
Which version? Maybe we can fix that...must be annoying to have agents attached to 1 place at the time
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This will get your head scratching even more ...........the agents hot desked with no issues !!!!
We've moved on from Alcatel now but just explaining issue with ACD pos
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Now I will mess a little with this topic :>. Please be aware that what I will write applies ONLY to SIP Server. Basically for SIP Server ACD Position and Extension is exactly same. SIP phone registering in SIP Server can be either configured in Genesys as ACD Position or Extension and both will work same. But since ACD Position is seen little differently by stat server it is better to use ACD Position instead of Extension when configuring Business Continuity. Also when handling IM messages combined with chat it is better to use ACD Position for accepting only IM interactions and Extension for accepting voice only interactions (place with two DN's)
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[quote author=Tambo link=topic=2229.msg34360#msg34360 date=1372358999]
This will get your head scratching even more ...........the agents hot desked with no issues !!!!
We've moved on from Alcatel now but just explaining issue with ACD pos
[/quote]
:S Never saw something like that...but now handling an environment not configured by me also found many many weird scenarios and all based on wrong configurations...
Anyway then ;) just wanna make clear it is not normal behavior
And, read each TServer doc so you will find the equivalencies between Genesys DNs and PBX objects
Cheers!
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Can you please elaborate how ACD position monitors the agent status.
And same thing how genesys monitor in case of extension? And if it is through place, why do we have two different objects (ACD postion and extension).