Agent on the phone on scr, Realtime report says idle.

[be004837]

When an agent has a call on his scr, he is idle in the realtime reporting. Is there a setting in the cls of the phone or in the acd configuration, to make him not ready or in a call for statistics?

 

[Terbert]

are you talking about the agent being on a DN call? If so, there's a separate field for that on the RTD and he should show a status of "busy" rather than "active".

There are no stupid questions, but there are a lot of inquisitive idiots. And I'm one of the idiots......

 

[sandyml]

Sounds like something is out of sync to me and no, there is not a setting in the phone or ACD configuration that would/should impact this.

As Terbert mentioned, there are different status columns to look at. If an agent is not on an ACD call but is on a DN call, I would expect to see the In Call Status column show "Busy" and either the DN In or DN Out column show "Active." Now, if they did have an ACD call also or were in Not Ready, you could see something other than "Busy" in the In Call Status column - but not idle.

Status messaging between the PBX and the CCMS tell the CCMS whether an agent is idle and available for a call, or if the set is activated in some manner and thus not available. So, the question is whether this is a onsie-twosie occurrence, or all all phones showing that way. You may need to update your patches, or possibly restart your CCMS, or deacquire/reacquire or even rebuild a single phone.

That's my two cents, anyway.

 

[be004837]

This pbx has recently been upgraded to release 6, and that's when these problems were noticed. My guess is that the pbx patches, as you already mentioned Sandyml, are not up to date. I'll check with my collegue who upgraded the system.
I'll get back with the results. Thanks for your suggestions, much appreciated.

 

[sandyml]

What release and patch level is your CCMS?

 

[Nodal]

FYI, I have been working with two of my clients with regards to Rel 6 and RTD's on CCM7 or CCM6. Nortel is writing a patch for PBX and CCM6 and is still working on this.

 

[be004837]

Sorry it took so long to get back to you. I've been abroad on holiday. The ccms is release 6 on su06.

Regarding the patch, do you have more info about this?
That would be very helpful. I'm looking at the patchlevel for the pbx right now.

 

[oceanSD]

I don't have one in front of me I can test, but in the Call presentation class, is it set to allow a PDN call? If so, it may be showing IDLE with regards to a queue call... just a thought.

Regardless of what the RTD shows, run an Agent DN Performance report & it should show that the agent was on a PDN call during that time. If it doesn't, then I would definitely check into patches.