Agents changing their status automaticaly to "consultation"

[Guilherme1000]

Hello,

I have Avaya contact center select 7.0 working with IP Office server edition 9.1.700. The agents suddenly change their status to "consultation" and can't receive anymore calls while in this state. They work with 1608 and Agent desktop and don't seems to do anything wrong, suddenly they hang off a call and goes automatically to that status. We don't know why some agents are more frequent than others.


Has anyone seen this? Any help will be apreciated

 

[intrigrant]

One of a thousend other reasons not to sell CCS or any Contact Center application with IP Office.
The only thing you can do is contact Avaya through the IPOSS contract (I hope your customer has one) and if that is not bought then I think you are lost.

 

[janni78]

I mostly make my living on CC apps for IPO, biggest reason they get bad rep is because people think the can sell, install and maintain them by just reading the manual.

"Trying is the first step to failure..." - Homer

 

[intrigrant]

I've been working with all kinds of CC software on Avaya for many years and my knowledge is far beyond the manuals and i tell you, when it comes to histrorical reporting and real-time statistics I have never ever seen a good working solution with IP Office.
Even Xima Chronicall fails often on that part.
There is fundamentally something wrong inside IP Office.

On CM yes, but that costs ten time more as a IP Office solution.

 

[holdmusic34]

@Janni
Shouldn't you be able to mate?
Geologists for examplelearn from books before being unleashed on the stratae.
That's how every other industry works.
That's the annoying part with Avaya- that so much is undocumented and only learned through trial and error at the expense of the reseller and the customer.
Finding files on the support portal can be a joke sometimes. If you don't know about the file, how can you read it and any other related files?
How would an inexperienced tech when half way through an upgrade know where the 96x1hupgrade.txt file is for example?
(It's in your manager folder)
But those files should be also in an easliy searchable repository as well.

Files should be listed with a 'see also' with a hyperlink or icon.



Q: why are pirates so mean?
A Because they arrrrr.

 

[janni78]

I think we need another thread for this discussion, or a bar and a pile of beers =)

The post wasn't to bad talk intrigrant, I've been on forum for 11 years so I'm not stupid.

It was just a general point of view, and one of the reason Avaya started forcing RICS on all IPOCC installs.
I've also spent a good part of my career helping customers who though IPO was the worst piece of hardware/software around because of bad installs.

"Trying is the first step to failure..." - Homer