Agent phone issues on a BCM450

[atascoman]

I have an agent phone that was working until yesterday. She can log in, but never gets any calls. I had her make sure she was getting out of not ready, but when she hits the busy/rdy key the phone displays set in use.

I swapped out the phone but the problem stayed. She can log in on another phone and take calls. It's almost like the BCM thinks the phone is off hook. You can pick up the handset and make calls though. The system is patched up through June 2009.

 

[atascoman]

We also noticed that her agent status is stuck in a logoff pending state so we are unable to force a logoff. Is there a way to do this without rebooting the whole system?

 

[snowman50]

I had a simalar problem to this. cant log off,pending.
Could not force off either.
Then after a few minutes waiting the phone would log off
Still dont know why

 

[JoeNorstar]

has anyone solved this problem???

we installed a BCM 450 and started having this same issue, except that the agents phone never logs out. it stays in pending mode untill we reset the application.

every time we reset it, as you know, the cc is off line for a short time.

we do not have a happy customer at this point

Joe

 

[atascoman]

We were able to get the phone to unlock by changing one of the buttons to a new feature and then back. This reset the phone. Not really a fix, but at least it prevented a reboot.

 

[JoeNorstar]

good to know.

have you seen the problem come back since then?

 

[atascoman]

It;s very intermittent, but I haven't gotten any reports since the last time. I also applied the latest SU, thay may have fixed it as well.

 

[JoeNorstar]

that is great.

i will check on the latest SU applied and schedule accordingly, and try the button change trick you suggested, also.

thank you for helping me out ATASCOMAN, i appreciate it,

Joe