Agent Digital sets on CC6 going into "NotReadyState" and CallWait to 0

[iso28]

Hi

Agent 3905 digital sets go into "not ready" without any user intervention,, the supervisor then looks at the rtd and they see that the agent is in "Not Ready" and the CallsWaiting fall down to 0 and the agent then looks at the phone set and see's the Not ready key has been activated!!

Any ideas

 

[captaingadget]

The only reason an agent goes not ready all by itself is when the return to queue timer has been reached. I.E. the call has been ringing on the agents phone for too long. Doesn't sound like this is the case here but none-the-less you should check the agent performance reports to see if any calls have been returned due to timeout. Run some other reports to see what happened to the calls. You may simply have a dodgy digital line card.

 

[iso28]

Could a License Manager Server service crash then restart cause this? or a TFE crash then restart?

 

[Supernn]

Yes.
Have your vendor unlock the server and install the latest LM patches SU_04 and DP_0408.

 

[mte0910]

Stay away from LM_6.0_DP_0408, Nortel has "recalled" this DP. Go with DP_0406 and the accompanying CCMS patch DP_040227.