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SoftConsole attendant couldn’t pick the second call

Publication Date:  2018-03-30 Views:  104 Downloads:  0
Issue Description

eSpace version: V200R003C20SPCa00B013

Problem description:

When multiple calls coming in at the same time, the console client user can only pick-up one call. Even if she places the active call on Hold, it is impossible to pick up any of the other calls in Queue until the 1st call is transferred or ended.

Even worse, if try to force the answer of a call in Queue (by right-clicking on top of the call in the queue menu), we can hear it “ring” on the SoftConsole only. After 2 tries in a row, that call is forward to the night-service configured number.


Alarm Information


Handling Process

1.       Check console user, found it was signed in to an attendant group and enabled secretary station function. So the user can use Queue list, will not cause the problem.

2.  check the softconsole user, if he opened multipe call, if not, it couldn't recieve new call when he is in call. confirm it's right configured as below:


4. Check if Customer opened CFU, CFNR or CFB service, because, if it's opend, the sevice privilege is higher than Mutipe call and call hold. 

Root Cause

The problem is customer opened CFU ,CRNR or CFB whose privilege is higher than mutipe call and call hold. In this situaction, the call will be transferred to the night service number defined in system.

Solution

Disbale the CFU,CFNR and CFB service of console user as below:


END