Plantronics + Polycom. Now together as Poly Logo

Call Center ACD Pop-up Screen

stephen.bell
Occasional Visitor

Call Center ACD Pop-up Screen

We recently moved our phones to a new Broadworks system and now all of our call centers have this annoying pop-up that shows up when calls come in to the queue that displays the wait time of the call as well as the CC UID, CC Name, and number of calls in queue, but we'd much rather have the inbound caller ID that we have to press "exit" to display.  This is also annoying in that users dialing when an inbound call comes to the queue lose any progress they made while dialing and have to reject the call to be able to dial again.

 

This is for high volume sales call centers that make a lot of inbound and outbound calls so this issue is compounded during busy hours.

 

I have tried disabling premium feature keys in the BWDEVICED.cfg and sys.cfg files as well as several other things relating to the micro-browser which I believe this is part of, but nothing has disabled the pop-up yet.  Also if you press the Applications button on an IP560 it displays the same screen.

 

See attached image for an example of the screen pop-up.

6 REPLIES 6
SteffenBaierUK
Polycom Employee & Community Manager

Re: Call Center ACD Pop-up Screen

Hello Stephen,

welcome to the Polycom Community.

 

Funnily enough another user just raised the same topic => here <=

 

I would assume the usage of this is via a URL in the SIP INVITE but have not tested this or verified this myself.


The community's VoIP => FAQ <= contains this post here:

 

  • Feb 04, 2013 Question: WhatisthenewFeatureSIPWebContent?

    Answer: AboveallowsyoutoenabletoaccessanURLwithinaSIPMessageandmoreinformationcanbefound => here <=

 

If above post does not help or address this please go ahead and contact your Polycom reseller so we can determine if this is working as designed.

 

You may also want to contact Broadsoft if they can disable that from their end.


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

----------------
The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 2 of 7
stephen.bell
Occasional Visitor

Re: Call Center ACD Pop-up Screen

I'm assuming that needs to be applied inside a feature tag in sys.cfg?  I've tried it there as well as in the BWMACADDRESS.cfg and other files to no avail.

 

Broadworks support has basically said that yes they are sending the information in the packets, but that it should be configurable on the phone what to do with said packets.  Any other ideas?

Message 3 of 7
SteffenBaierUK
Polycom Employee & Community Manager

Re: Call Center ACD Pop-up Screen

Hello Stephen,

 

in order to test this myself or replicate I would need a wireshark trace and the configuration that was used.

 

As this is outside the scope for myself as a Polycom employee within this community I had already suggested to contact your Polycom reseller so we can determine if this is working as designed.

 

Please also ensure that you include your currently used software version as of UCS 4.0.0 you can export your configuration and verify that the phone has actually loaded your configuration change.

 

 

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

----------------
The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 4 of 7
VoIPonaught
Frequent Advisor

Re: Call Center ACD Pop-up Screen

We are trying to remove popup, I've tried disabling Premium ACD

feature.acdPremiumUnavailability.enabled = "0"

 

and also this

feature.acdServiceControlUri.enabled="0"

 

I also tried both 1 and 0 values for 

voIpProt.SIP.acd.signalingMethod 

 

Nothing was successful (the only workaround is to disable ACD completely which would defeat the purpose of a call center agent on a Polycom phone)

 

I also did contact our reseller and raised SR, but if anyone has a solution/suggestion here now - I'd be happy to try.

 

Thank you!

Message 5 of 7
SteffenBaierUK
Polycom Employee & Community Manager

Re: Call Center ACD Pop-up Screen

Hello @VoIPonaught,

You missed the software version but I overlook this today.

 

Have you tried:

 

feature.CallCenterCallInformation.enable="0"

We discuss this => here <= as an example 


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

----------------
The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 6 of 7
VoIPonaught
Frequent Advisor

Re: Call Center ACD Pop-up Screen

Yes, just found that topic but can't find this parameter documented in admin guides I have for 5.3 or 5.5

 

Let me try this.

 

Thanks for quick response!

Message 7 of 7