Nortel Contact Center Manager User Manual page 204

Troubleshooting
Calls are not presented immediately to agents
If you use the Variable Wrap option, agents enter the Variable Wrap state after
they complete a call. (You configure the length of the variable wrap period on
the CS 2x00/DMS switch.) When the variable wrap period elapses, agents enter
the Ready state.
If you do not configure Variable Wrap on the CS 2x00/DMS switch, the Release
Guard feature is enabled. Release Guard prevents the presentation of calls to the
agent for one second after an active call is released.
Agents are not in the Variable Wrap state after calls
If agents enter the Not Ready state rather than the Variable Wrap state after calls,
ensure that the following conditions are met:
The VARWRAP option is configured for the ACD group to which the
agents belong or for the individual agents.
Agents receive calls when they are busy on the secondary DN
Contact Center Manager Server monitors agent Not Ready on secondary DN
status only for outbound calls. Configure the secondary DN on the Contact
Center Manager Server.
If calls are presented to agents who are on an outbound call on a secondary DN,
ensure that the following conditions are met:
The secondary DN is configured on the CS 2x00/DMS switch.
The NRONSDN option is configured for the ACD group to which the
agents belong, or for the individual agents.
The phoneset does not display the skillset name
If the phoneset does not display the skillset name, ensure that the following
conditions are met:
The SCAI service version used to connect to the CS 2x00/DMS switch is
SCAI17 or later.
204
Standard 4.06
Contact Center Manager