Agent phones on CC6 going into "Not ready state"

[dowlingp]

The Call centre has 60 agents and between 3/6 agent phones go into "not ready" without any user intervention, I have watched this happen and have never seen this before, the agent may be idle for about 5 mins, the supervisor then looks at the rtd and they see that the agent is in "Not Ready" the agent then looks at the phone set i2004 and see's the Not ready key has been activated!!

Any suggestions.

 

[captaingadget]

Could it be that the "return to queue" time for these agents is set very low?? The info is found in the call presentation class for the agent.

 

[dowlingp]

I will Have a look. Cheers.

 

[spanton]

I seem to have the same problem but the agents are being placed into Not Ready after a Tranfer or after caller hang up. Did you find out if it a return to queue issue?

 

[djwht]

spanton - what you're describing sounds like its the break time definition. Same area as call presentation, lower portion of that page is something call Break Time.

Break Time kicks in and place the set in NRD after a call and xfer. only affect calls and xfer from the incall keys

 

[jasidija]

Hmmm... djwht - I agree and disagree.
I agree that the break time definition could be causing spanton's symptoms, but from my understanding the break time feature does not literally put the phone into 'not ready' state - it just tells the system to avoid presenting calls to agents for that duration of time. During the 'break time' activation, the phone's state, to the agent, should appear idle.

 

[djwht]

the rtd will say break, but on the phone the nrd key will be active, after the break time, the nrd will go inactive and the phone will be idle, no user input require...unless you want to come out of break before the timer expires

 

[dowlingp]

I raised a case with Nortel Ref to this, they had a look and informed me that after a recent Server crash and rebuild, that the rebuild had been completed incorrectly! I built it new and put the original database back on the server instead of Migration!! I have since rebuilt the server correctly using the Migration path(Tricky) but alas the problem still exists, its not return to Queue settings or Call presentation, I now have a feeling that this could be down to IP network.will keep you informed.

 

[jasidija]

I beg to differ.
Actually, I am still using SCCS 5.0, so I can't speak about CCMS.
But on 5.0, when an agent terminates a call, their phone's not ready key does not go active. It is the system, based on the call presentation class, that refrains from presenting a call to the agent during the duration of the break-time.
The only way an agent can circumvent the system break time, is to actually go into not ready, and then come out of it again.
Again, this is in 5.0

 

[Milesprower]

dowlingp, Did you get a resolution on this issue? I have a colleague who is experiencing similar systems after upgrading the switch.

If call presentation class is not the issue, then it most certainly is the way the phone is built on the switch. Did your site recently upgrade anything before the symptoms appeared?

 

[spanton]

My problem seems to start occur when I installed CCT and CCMM. Does anyone else have CCT and CCMM in there environment?

 

[bizkitchris]

i had this problem occur when using the ACD queue feature. In CCMS6 you can set the default queue of an agent in the agent properties. when the agent logs in, a download key map is initiated from ccms to the pbx. the default queue of the telset being used is compared to this value and changed by ccms as needed.

 

[sandyml]

Ok, are they going into Not Ready because they have been presented with a multimedia call?

 

[Milesprower]

I have heard of a similar issue on a colleague's site. They have i2004 phones with SCCS Rel 5 and upgraded the switch (succession 4.5) and ITG card software. Their i2004 phones were going into Not Ready for no apparent reason.

It turns out that the switch was configured for a 10 Mbyte LAN. The LAN bandwidth was maxing out. So SCCS thought the call was presented to the phone and ringing, but it never got there due to the bandwidth issue. The SCCS thought the agent did not answer and put the phone into Not Ready.

When they upgraded to a 100 Mbyte LAN, the problem went away. So here is a test: change the call presentation to put the phone in MSB (Log Out) state if the call is not answered. If your phones are now getting logged out, you know the issue is the LAN bandwidth.

They had to make changes in the switch setting for Intranet zone. I'm not sure in what load this change was made.

 

[dowlingp]

Milesprower,

You hit the nail on the head with bandwith! i set up a new zone in ld 117 and added all agent sets to this. we tried this out, this cleared the issue for two days and then it happened again!! aagh, it turns out that one of the administrators on site had set some of the personal DNs on the agent details on CCMA, problem was that they were not using personal DNs, so the CC6 would try to give a call to an Idle agent but it would try to route the call to an agent with a personal DN, which of course will not work unless you have Phantom sets in the CS1k. so then it was placing that agent into NR.

 

[Milesprower]

Good to see you resolved this problem. Now we have another "trick" to pull out of the arsenal next time.