ACD NAMES MISSING 2

[Hondwagen]

good day, i have a hipath 4000, on acd administrator all the descriptive names have disapeared, also on ART etc. please help

 

[donb01]

I'm sorry, my call centers are small and low volume and we don't use the displays. If I had to make an uneducated guess I would look for some kind of cable or other communication issue with the display or its controller.

 

[sbcsu]

When you get Log:<N/A> - what does 'Log' refer to?

 

[Hondwagen]

log is for calls that came into the center where n/a is now there are suppose to be a value, i think this value comes from the procentre but i have checked everything and cannot find a problem. . .

 

[Hondwagen]

hi all

please help

i am using procentre v5.1
i am using reporter for reports
on most of the reports where the agents names are, i get one name that say "unknown" and then next to it a huge amount of abandoned calls which brings down my SLA, how do i rectify this ?

i have checked on administrator and all agents have names, nothing saying "unknown"

regards. . .

 

[donb01]

Check the switch to make sure there isn't an agent on the switch that is not synced with procenter. Also go to the call director and make sure the top section matches the bottom section - that every agent on the top section has a corresponding one on the bottom, and announcement ports and other settings as well. When you have ACD with procenter there is a full freestanding ACD setup on the switch the system can fall back to if it loses the heartbeat from procenter. Procenter is basically just a shell that runs on top of the switch ACD that does reporting and some other config and management functions.

So I guess do DIS-AGENT; on the switch and see if there are any that aren't in procenter.....

 

[Hondwagen]

thank you for the feedback

when i look at procentre, on the bottom it says "no config sync errors" so i guess all are suncronised, we ran a huge call centre so to compare each agent will be impossible


any other suggestions please ? i got this from the web : "reporter shows unknown for calls that were abandoned before the call was routed to an agent"

regards. . .

 

[donb01]

I'm a long, long way from an expert on this, but even if it hasn't been routed to an agent the call would have at least been routed to a queue, and then if it was abandoned before it was routed to an agent it would show up as abandoned in queue. If unknown is referring to the disposition of the call I would guess the system thinks the call was routed somewhere and it just doesn't know where - maybe if the caller hung up while they were in the middle of an announcement? On my system the call gets transferred to an announcement port, the announcement gets played, and then the call is returned to the queue. Maybe if the call gets dropped while it is in the announcer and not officially in the queue at that moment counts as unknown.... Some of those terms are very poorly documented.

 

[Hondwagen]

hi there

thank you so much for the advise, i did actually found the problem

"unknown" were actually calls that were dropped by the caller, abandoned calls

and it happened over lunch times as well as late afternoon, the caller call in, decide not to hold on any longer and then drops the call

i traced and proofed it with "life of call function" on reporter

thank you all for the assisatnce

keep well. . .

 

[Hondwagen]

hi all

we have "special" reports that were created for us by siemens, but they go "on hold"

any suggestions please ?

 

[Hondwagen]

hi all

any idea where on assistant caqn i find the exception list ? i would like to block certain cell numbers like 081 ?

 

[donb01]

Assuming that is some kind of prefix or exchange I would build a dialing rule in LDPLN and set it to a high user authorization that either isn't in an LCR Class of Service or is in a restricted one. That should prevent people from dialing calls that match that pattern.

 

[Hondwagen]

hi all

please help

after a procentre reset when opening supervisor view all agents show "logged off" although the call centre are running fine and calls get routed correctly and agents are logged on and available

also when logging in as admin master i can see logged on, available etc.

 

[donb01]

I just realized you're running 5, so I don't know if all these features are there. I'm running 7.

In V7 if you go to the main console screen there should be a watchdog process running that shows you the status of all the ProCenter processes. They should all say "Running".

I would check there first.

 

[Hondwagen]

hi all

thank youfor the feedback

yes all say "running"

what i did is i reset the rt1, rt2 and rt 3 servers then akll fine again. ..

 

[Hondwagen]

hi all

i am having a problem where my ip phones (optipoint 410 etc.) are initialising by itself and i cannot get it to work again, any suggestions please ?

 

[donb01]

I have been having some of that myself the past couple of days, but the phone goes back to normal. My problem is affecting both the computer and the phone, because the computer app gets locked up too.

Has anything changed or been upgraded in your network lately - like IT messing with any settings, etc? I would get that problem with some of the phones when they came in and wouldn't connect, so I connected them to my PC with a little ftp server and flashed them to the latest firmware release - then they were all good to go for me up until now, and it is only 2 users complaining so far.

 

[Hondwagen]

thank you sir, how do i go about loading the firmware ?

 

[donb01]

You get the new firmware file for the phone you need to flash - for me, the newest file I could find for the 410 series is V5 R6.6.0. Then you put it on an ftp server someplace you have access to. For a while I was sending them home, but recently downloaded a free little program called Core FTP Server and put it on my office PC. I have an IP phone on my desk, so I ask the 4000 what OP address it is on the Basic 2 tab under station, and then plug the phone in question into that cable, and statically assign it that IP address, because it seems like my problem is that the phone refuses to cooperate with our DHCP server.

Then you go into the setup menu on the phone, either by hitting it's IP address using https:// on your PC or by using the menu, which is slower, and you login to the admin mode on the phone using 123456 for the password. I am not looking right at it, but in the admin menu you will find a section to update the firmware. In there you will need to put in the IP address or FQDN (name) of your ftp server, and the login, password, and I think directory path (I usually just use / ), and the name of the firmware file for the phone, which is usually some long-assian thing that I usually shorten to something like 410stdv5r660 dot whatever. Especially if you're using the phone menu and have to key all that in! There will be one other thing in there that says something like "what to do after reset" that usually is set to "nothing". You want to change that to "download and install". Then you save all that, let the phone reset, and with any luck it will tell you it's downloading the new software, installing it, done, reset the phone after install, etc. Do not interrupt the process once it starts installing or you can brick your phone. With any luck it will complete and start up on the new version. With even more luck when you do your phone config and when you connect it to the network it will fire up and live happily ever after.

It works for me for most problems - as long as I can get into setup on the phone so I can download the update.

Please note my instructions are a very rough estimation of the process from memory, but it should be obvious from what I wrote when you see the menu )

 

[Hondwagen]

thank you i will try and let you now if i dont come right

 

[Hondwagen]

where do i get the firmware and how do i download it ?