AACC agent phones logging out

[nconick]

I have a Supervisor stating that one of her agents phones just logs out on it's own. Call Presentation Class is set to put her in Not Ready if she misses a call. Please advise, thank you.

 

[yyrkroon]

It does happens from time to time, but there's no easy way to track, check or test.

First, I would double and triple check the Call Presentation Class.
Second, check the login/logout report and verify that against the agent performance report.

If nothing stands out from the above check, rebuild the phone. After all of this and it's still a problem, it's tracing time on the AACC.

Just my .02, but more than half of the time when this happens, it's the agent causing the problem. What I sometime do is go to the phone and make sure the agent is watching and reboot/reset the phone and I tell the agent I just updated the phone with keylogging so I will know exactly what button is being pushed and when. Surprisingly enough, the problem usually goes away after this.

 

[Firebird Scrambler]

The only time this would really happen is if the Agents phone has a loose cord or if the port was reset. If the user uses a Headset, then get that looked at.

Firebird Scrambler

Nortel & Avaya Meridian 1 / Succession & BCM / Norstar Programmer

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[StanleySteamer]

My experience has been that agent phones will do some random things if there was a programming change to the TN but they were not de-acquired in SCCS first. They appear to be working fine until they get logged out or go not-ready for no reason. Often doesn't get noticed until a long time has passed.
De-acquire / re-acquire can resolve it.

 

[nconick]

Thank you to the three of you! I'll look at all your suggestions!