Agent goes into AUX when call is answered.

[Sinkiller]

We have a non-EAS location. When a call is answered by an agent the agent automatcally goes into aux. the call remains in Q. The phone rings we answer and the call is gone. We did a trace on the station.

We did this on a hard phone and also on one-x communicator. same result.

time data

07:31:48 active station 5555128 cid 0x115b
07:31:48 G711MU ssff ps:20
rgn:1 [207.23.197.40]:2048
rgn:1 [10.10.32.111]:2068
VOIP data from: [10.10.32.111]:2068
07:31:58 Jitter:19 19 0 0 0 0 0 0 0 0: Buff:42 WC:42 Avg:19
07:31:58 Pkloss:0 0 0 0 0 0 0 0 0 0: Oofo:0 WC:0 Avg:0
07:32:14 G711MU ssff ps:20
rgn:1 [207.23.197.40]:2048
rgn:1 [10.10.32.101]:2080
07:32:20 ROIF Redirect On IP connect Failure station 5555128 cid 0x115c
07:32:25 idle trunk-group 1 member 1 cid 0x115c
07:32:26 TRACE COMPLETE station 5555128 cid 0x0

our software realease is as follows.

SOFTWARE VERSIONS

SOFTWARE VERSION
Memory Resident: R015x.02.1.016.4
Disk Resident: R015x.02.1.016.4

TRANSLATION DATE
Memory Resident: 10:00 pm THU APR 7, 2011
Disk Resident: 10:00 pm THU APR 7, 2011
Disk Second Copy: good


Agent logs in using the feature access code. We have tried both auto-in and manual in with the same result.

The brain is a wonderful organ; it starts working the moment you get up in the morning, and does not stop until you get to the office.

 

[AvayaTier3]

The feature doing this is like RONA, but is because of an IP connect failure to deliver the call.

A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

37 years Bell, AT&T, Lucent, Avaya
Tier 3 for 27 years and counting

http://bshtele.com

 

[Sinkiller]

On page 14 of the system parameters features form I changed the "Switch Hook Query Response Timeout:" feature to Null. It was set to the default of 500. Once I removed this the agent stopped going into aux. And the agents got the calls. Strange never had to change this before.

The brain is a wonderful organ; it starts working the moment you get up in the morning, and does not stop until you get to the office.