Agent says his phone goes directly to Make set busy by itself

[Nortelshop]

Other than the timer threshold that sends a phone to make set busy after 20 seconds in agent administration in CC6 (my allocated threshold)is there anything else that would send the phone into Make set busy. I really don't hink so unless the agent is lying through his whiskers. I have an agent that stated that his phone went into make set busy without doing anything. This guy is always complaining about his phone ot his headset not working like it should. I think he is pulling a BS card or this is a PEBCAK. Can i check a report for this?

Thanks for your help in advance

 

[Milesprower]

I vote BS. Check the Call Presentation Class for this agent. It specifies what to do with the agent (Not Ready or Make Busy) if the agent does not answer the call before a timer expires.

 

[captaingadget]

Run the agent performance report to see how many times calls have been returned to the queue. You may like to look at the agent login/out report also.

 

[Johnthephoneguy]

If HOML=yes and he has a bad headset, it will log him off, not sure about putting him in MSB.

JohnThePhoneGuy

"If I can't fix it, it's not broke!

 

[Nortelshop]

Thanks Guys, I changed his phone out, he says he has no more issues...It must have been him...or maybe the phone???

 

[mte0910]

99.9999% of the time this happens in my centers, it's a bad headset cord. I ask the agent to look left and then right, up and then down, etc. Then they'll say, there it goes again.

 

[sandyml]

I'm just curious; is he on an IP phone?

 

[StanleySteamer]

I have had complaints of agents getting randomly logged out after minor changes were made to the phones without deaquiring first.
The Symposium event log also showed related events. I forget the event number but the message was something like "erroneous login information detected" and referred to the agent ID experiencing the problem.

The problem stopped after the phones were re-acquired.

 

[sandyml]

Just a follow-up to my earlier post - be sure your sig servr and call server have current patches. We had a problem with agents across the WAN getting logged out, and it grew to be the whole group. Turned out to be patches and not necessarily the network.

 

[tnphoneman]

Stanley you MUST ALWAYS deacquire the set before making any changes. You are lucky that is the only problem you have had.

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[StanleySteamer]

Stanley you MUST ALWAYS deacquire the set before making any changes. You are lucky that is the only problem you have had.

I absolutely agree that it is best to deacquire first. It was a global CLS change. I would have preferred to deacquire the agent sets.

On the other hand, Nortel's stand is that you can make changes without deacquiring.
See the bulletin
P 2004-0345 Global, Rev.2 - Supported modifications on a phone set acquired by Symposium.

The bulletin advises that it's okay to make changes to an acquired set although the agent will need to log back in. If anyone has newer Nortel advice on this then please let us know.

So it may be true that you can make a service change to an acquired phone without causing corruption. But you may cause some confusion with the status of the set in Symposium.