Agents are not receiving calls

[mistabatu]

hello

my agent group are not able to receive calls even though they are logged in....

it keeps playing background music as if no agent is online.

how can i fix it?

 

[RickyPone]

You've stated the card and seen the units logged in?

 

[trvlr1]

Is this Basic ACD or do you have Symposium/Call center set up?
Is this the only ACD group you have?

 

[mistabatu]

no this is not only ACD group i have, i am running 2 ACD groups one for reception other one for reservations. it is pretty much basic ACD.

problem is, agents being dropped not available by the system somehow. cant understand this

 

[trvlr1]

Are they in Not Ready on the phones? When you log in, the phones will go to not ready, you have to push the not ready button to take them to the ready state, so they can take calls.

 

[mistabatu]

What i mean is, it works normal but suddennly status changes to not ready by itself and all incoming calls are dropped off. When you try to call main number it puts you on hold mode..

Any thoughts?

 

[mlozoveanu]

Backup and reboot

 

[mistabatu]

Reeboot does not help because it affects daily operation as we are hotel. and i really need to find solid solution for this.

but thanks anyway

 

[Southpaw46]

check the acd que for MAXP # of agents that can log in. Also check the RTTQ 9i think) if calls ring agent phone and not answered agent is put in not ready or logged out and call placed in que

 

[Southpaw46]

Also check for a NCFW key on one of the phones.