Agents inexplicably put into Not Ready

[chippowell]

Any ideas what might cause several agents to all of the sudden find themselves in the Not Ready position? Supervisor got a cluster of calls claiming this happened after hanging up an ACD call, either yesterday or today…recently, let’s say. One or two complaints, I might say “OK, they may have hit the button by mistake,” but this is a whole bunch. I know when an agent first logs into her phone, she starts in the Not Ready position. But after she takes herself out of that position, how would she get back into it without pressing the button? Agents are on different MGC’s. If a phone is disabled/re-enabled, it goes to Make Busy. If they miss an ACD call, it goes to Make Busy. This is “Not Ready” though, so the supervisor says. AACC 6.2, CS1K 7.5. Thanks!

 

[chippowell]

I should clarify that all our ACD’s are set RTQO to MSB. In other words, if they miss an ACD call, their phones go to busy, not NRD.

 

[StanleySteamer]

Have you taken a look at the Event Log? Just a hunch, but look for event 48113. Or there may be other clues in the log.

 

[chippowell]

Thank you Steamer. I don't have that event code. Someone on the Nortel List said this:

"I have had this occur to me at different customers and it turned out to be a physical problem and not programming.
Headsets having low battery problems or cord connectivity issues as well as faulty RJ 12/11 connections to the handset/headset."

Which actually made a little bit of sense. Our agents are using 3905's with handset lifters and Plantronics Savi 740 wireless headsets. In other words, there's a bunch of peripheral junk on their phones, that sometimes causes problems, but I can't see why specifically it would put the agent into Not Ready.

Also, all Call Presentation classes are set to Logout if unanswered, not Not Ready.