Agent Cannot Login to ACD

[StaceyLaney]

This user was logged in Monday OK, but came in yesterday to login to her phone and could not. She is at a different location than I am, but I've checked her programming (this is basic ACD - no symposium, no agent IDs), and checked that she was logging in correctly (lift handset, press green In-Calls key twice -- simple, right?), but she still cannot get logged in (I have verified through stat'ing TN). Apparently, in talking to her, this has happened before, then "suddenly" worked again with no intervention.


Here is her programming below:

DES NEW
TN 027 0 00 08
TYPE 3904
CDEN 8D
CUST 0
KBA 1
FDN 7097
TGAR 1
LDN NO
NCOS 4
SGRP 0
RNPG 0
SCI 0
SSU 0000
LNRS 32
XLST
CLS CTD FBD WTA LPR MTD FNA HTA TDD HFA GRLD CRPD STSD
MWA LMPN RMMD SMWD AAD IMD XHD IRA NID OLA VCE DRG1
POD DSX VMD CMSD SLKD CCSD SWD LNA CNDA
CFTD SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD
ICDD CDMD LLCN MCTD CLBD AUTU
GPUD DPUD DNDA CFXD ARHA FITD CNTD CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID BUZZ AGRD MOAD
AHA DDGA NAMA
DRDD EXR0
USMD USRD ULAD RTDD RBDD RBHD PGND OCBD FLXD FTTC DNDY DNO3 MCBN

CPND_LANG ENG
RCO 0
HUNT 7097
LHK 5
LPK 1
PLEV 02
SPID NONE
AST
IAPG 0
AACS NO
ITNA NO
DGRP
PRI 01
MLWU_LANG 0
MLNG ENG
DNDR 0
KEY 00 ACD 7004 0 7333
AGN
01 MSB
02 NRD
03 DWC 7004
04 DIG 11 25 R
05 SCR 1425 0 MARP
CPND
NAME GRACE WALKER
XPLN 13
DISPLAY_FMT FIRST,LAST
06 SCR 1481 0
CPND
NAME THOMAS GALL
XPLN 13
DISPLAY_FMT FIRST,LAST
07 SCR 1681 0
CPND
NAME THOMAS GALL
XPLN 13
DISPLAY_FMT FIRST,LAST
08 SCR 1409 0
CPND
NAME JOSEPH COHEN
XPLN 13
DISPLAY_FMT FIRST,LAST
09 SCR 1609 0
CPND
NAME JOSEPH COHEN
XPLN 13
DISPLAY_FMT FIRST,LAST
10 SCR 1423 0
CPND
NAME MONIQUE POPIEL
XPLN 14
DISPLAY_FMT FIRST,LAST
11 SCR 1623 0
CPND
NAME MONIQUE POPIEL
XPLN 14
DISPLAY_FMT FIRST,LAST
12
13
14
15
16 MWK 7097
17 TRN
18 AO6
19 CFW 4 7205
20
21 PRK
22
23 SSU 0000
24
25
26
27
28
29
30
31
32 SCR 1510 0
CPND
NAME FERN WAKNEEN
XPLN 13
DISPLAY_FMT FIRST,LAST
33 SCR 1710 0
CPND
NAME FERN WAKNEEN
XPLN 13
DISPLAY_FMT FIRST,LAST
34 SCR 1513 0
CPND
NAME STEPHANIE HOWZE
XPLN 15
DISPLAY_FMT FIRST,LAST
35
36 SCR 1403 0
CPND
NAME KRISTIN WOLF
XPLN 13
DISPLAY_FMT FIRST,LAST
37 SCR 1603 0
CPND
NAME KRISTIN WOLF
XPLN 13
DISPLAY_FMT FIRST,LAST
38 SCR 1514 0
CPND
NAME JANINE ENGLAND
XPLN 14
DISPLAY_FMT FIRST,LAST
39 SCR 1714 0
CPND
NAME JANINE ENGLAND
XPLN 14
DISPLAY_FMT FIRST,LAST
40 SCR 1406 0
CPND
NAME JEAN BLITSTEIN
XPLN 14
DISPLAY_FMT FIRST,LAST
41 SCR 1606 0
CPND
NAME JEAN BLITSTEIN
XPLN 14
DISPLAY_FMT FIRST,LAST
42 SCR 1478 0
CPND
NAME RENAE ROBINSON
XPLN 14
DISPLAY_FMT FIRST,LAST
43 SCR 1678 0
CPND
NAME RENAE ROBINSON
XPLN 14
DISPLAY_FMT FIRST,LAST
44 SCR 1453 0
CPND
NAME MARGIE O'MALLEY
XPLN 15
DISPLAY_FMT FIRST,LAST
45 SCR 1653 0
CPND
NAME MARGIE O'MALLEY
XPLN 15
DISPLAY_FMT FIRST,LAST
46 SCR 1402 0
CPND
NAME PAULA KALEJS
XPLN 13
DISPLAY_FMT FIRST,LAST
47 SCR 1426 0
CPND
NAME PAMELA CARDENAS
XPLN 15
DISPLAY_FMT FIRST,LAST
48 SCR 1532 0
CPND
NAME ANN MANISCALCO
XPLN 14
DISPLAY_FMT FIRST,LAST
49 SCR 1543 0
CPND
NAME JAMES MCLAUGHLIN
XPLN 16
DISPLAY_FMT FIRST,LAST
50 SCR 1427 0
51 SCN 2725 0 MARP
52 SCR 1412 0
CPND
NAME OYIN MAYS
XPLN 13
DISPLAY_FMT FIRST,LAST
53 SCR 1612 0
CPND
NAME OYIN MAYS
XPLN 13
DISPLAY_FMT FIRST,LAST
DATE 2 JAN 2007

 

[EddieDuece]

You might try flashing the phone if it is not up to the lastest firmware. If that doesn't work, change out the set.

 

[PERRYPJ]

TWO THINGS WILL KEEP YOU FROM LOGGING IN, THE FIRST AGENT ID BEING USED BY ANOTHER AGENT BUT SINCE YOU ARE NOT USING THEM CHECK TO MAKE SURE THE HEADSET OR HANDSET IS PLUGGED IN.

OLD ROLMEN WORKING ON NORTELS

 

[LeeMcCauslin]

I had a brand new 3904 on our ACD group just stop working the other day - the display was on and the time was right and it would accept and answer calls but the agent could not MSB or NRD or pick up a line to make an outgoing call. I just unplugged it and waited a few seconds and plugged it back in. No more complaints so far...

 

[StaceyLaney]

We've tried unplugging the phone, replacing the phone, and I've also just flashed the phone. Still says (and stats) "Logged Out" when she presses the green ACD button twice. I will try outing and entirely reprogramming her phone tonite after she leaves, and will test again in the morning.

 

[johnpoole]

none of that add up to a cure.. she's pressing in calls twice.. no agent or post id.. should work..post the scb for that site.. is that a the only agent with trouble?

john poole
bellsouth business
columbia,sc

 

[djwht]

try incall + #

 

[captaingadget]

I'm not an expert on this stuff but I can't see a CLS of AGN. Is this significant??

 

[janaya]

AGN shows up under the ACD key (KEY 0),

Have her remove the handset then try to log in.

John

 

[janaya]

I mean, just go off hook with the hand set.

Sorry.

JOhn

 

[BkMesser]

Could someone else be logged in with this agents login id???

 

[EddieDuece]

Stat the TN and see what state it is in.

Loop shelf card. Don't worry about the unit when stating.

36 0 6

 

[EddieDuece]

The login ID is assigned to the phone. So to answer your question, no there is nobody else logged in with that ID.

 

[StaceyLaney]

User came in this morning to test, after I've reprogrammed the set. Still doesn't work.

Where do I print the SCB?

 

[bigindian65]

ld 23

 

[StaceyLaney]

TYPE SCB
CUST 0
CPRD 01 01 12 31
SHR 8
EHR 18
DOW 2 3 4 5 6
RFRQ 2
SFRQ 2
ROPT 1 2
PRIO 2
PAGE NO
AID NO

 

[bigindian65]

have you increased the MAXP of queue 7004? Whatever it is, add 50, won't hurt it.

 

[bigindian65]

or is that only applicable in ID mode?

 

[StaceyLaney]

I had already changed the MAXP from 6 (there were 6 agents programmed) to 7, just in case. No avail. I'm gonna get the vendor out there.

 

[StaceyLaney]

I know this is already a couple of months old, but wanted to post the resolution (in case anyone has had a similar issue) - technician simply moved to another TN and no further issues, so it was likely a bad TN. This switch is in NY, so I couldn't do that myself.

Thanks all.