ACD Out Call Question

[FN_DK]

Hi All,

OXE. R10.1.1

I have been trying to implement the "Outgoing CCD Call" feature in the CCD Standard Call Center.

The goal is to have Outgoing calls from Agents to go through a Pilot. The pilot is to be used for statistic in Excel and Softpanel.

The setup:

Outgoing Pilot to be used: 571901

On PG Level
Pilot Direct Call: 571901
Outgoing ACD Call: TRUE


When Agents are making external outgoing call I can see the status as "ACD Out" But no counters on pilot 571901 are indicating the call


What am I missing ?

Best Regards

[tgn]

i think the counter for this is in the pg agents statistic. it's called "acd outgoing external calls" or so...
the counter in the direct call pilot, which is of course necessary for the outgoing acd call feature, is only in use for the direct call feature. this will redirect calls to the direct call pilot whenever a agent number is called and the agent is busy.

regards...

[FN_DK]

I have had a dialog with Alcatel. The outgoing ACD call can be seen in EXCEL. But there is no possibility to show it in the Softpanel.

We have "Agent_NbOfOutgoingACDCalls - Number of outgoing ACD calls since logon" - But the "since Logon" feature makes it impossible for me to use it.

We also have "Agent_PhoneState_AcdOutgoingConversation 24 Outgoing ACD conversation" But it is shown as a state value and not as "no or "off"

Thankyou for input