Agents phones goes NRD its own

[CSkabul]

Dear all,
I am using now CS1000E and CC 6.0 on that the agents will go automatically not ready.
The problems like below: If no call waiting on the queue the forst call come inside teh CC 6 for some xx Skilset on the XX stillset Ideal agents will go not ready mode automatically? The agents on the call the will recive other calls normaily. we have all the IP Phones, what are the possibility for this issue?

thanks in advance

 

[mistoceva]

Hello,

Try to sysload the PBX and then reboot CC60.

Regards,

Mihai

 

[captaingadget]

A sysload and reboot sounds a bit extream just now. Lets look at the obvious first. It maybe that the return to queue timer in the agents call presentation class is set too short. This only applies if the calls ring on the phone rather than being force answered. There are many postings on this forum regarding agents going not ready, try searching to see if you find anything helpful.

 

[CSkabul]

on the call_presentation return to queue was before 18 seconds i changed to 45 second but still the same. I rebooted the PABX and CC 6 still the same....the system was fully loaded latest patches

 

[Milesprower]

Are you saying that you want agents in NOT READY to become available automatically? If all agents are in NOT READY, the call will stay in queue and not be presented.

When an Agent logs in they are automatically put in NOT READY state. The Agent must toggle their incalls or NOT READY key to become available.

 

[CSkabul]

noo...i am saing that the agents going to NRD mode automatically...

 

[captaingadget]

Run some reports to see if the system agrees with what you are seeing. Firstly run the agent performance report to see if the calls are being returned to the queue. This will identify if it is the call being presented that is trigering the NRD state. Then run the agent log in/out report to see if it agrees.

 

[Jeff325]

Check the HOML setting on the ACD queue the phones are built in

 

[CSkabul]

YES I DID HOML TO NO...I WILL CHECK WITH THE CUSTOMER AND LET ALL KNOW...THANKS FOR THIS INFO JEFF325

 

[Milesprower]

If HOML is set incorrectly, the agent will be logged out when they hang up the call. Are these IP sets?

 

[CSkabul]

yes all this IP sets...some times some agents logged out..some will go to not ready mode

 

[Milesprower]

Make sure you have adequate bandwidth for your IP sets. Sometimes they can act erratically if bandwidth is not adequate. The controll signaling between the set and the switch can be blocked. Check the switch settings and the customer LAN.

 

[trvlr1]

We have 2616, 2216 and i2004 sets in various ACD groups depending on their requirements. I find that weak batteries in the headsets they use, especially on i2004 sets, will cause them to log out as it reports back as handset has been disconnected. HOML will help with that, but you may want to try replacing batteries on any that are persistently logging out.

 

[CSkabul]

hi all,
Thanks for your support, Nortel gave a ney patch for this issue. Now its working fine.
Its a known issue from nortel
thanks again for all your support

 

[Milesprower]

The IP sets have been challenging. Do you have any detail on the patch they provided? I'd like to know this upfront instead of banging my head against the wall for a known issue.

 

[CSkabul]

there are several patch nortel was gave us

p24763_1
p24840_1
p19348_1
p23541_2
p26041_1
p26309_1

 

[Milesprower]

Thanks