AVAYA CMS R15

[Sal656]

we seeing an issue in CMS in Real time report Queue/agent status report that an agent is login but in reality he/she is not login. I have verified this in AVAYA CM . any issues or Is this software bug

isplay system-parameters features Page 12 of 18
FEATURE-RELATED SYSTEM PARAMETERS

AGENT AND CALL SELECTION
MIA Across Splits or Skills? y
ACW Agents Considered Idle? y
Call Selection Measurement: current-wait-time
Service Level Supervisor Call Selection Override? n
Auto Reserve Agents: none
Block Hang-up by Logged-in Auto-Answer Agents? n

CALL MANAGEMENT SYSTEM
REPORTING ADJUNCT RELEASE
CMS (appl mis): R15/R16
IQ (appl ccr): 5.0

BCMS/VuStats LoginIDs? y
BCMS/VuStats Measurement Interval: half-hour
BCMS/VuStats Abandon Call Timer (seconds):
Validate BCMS/VuStats Login IDs? n
Clear VuStats Shift Data: on-login
Remove Inactive BCMS/VuStats Agents? n

 

[Stinney]

How long does it show them as logged in? Indefinately? Never resolves?

- Stinney
"Scire ubi aliquid invenire possis, ea demum maxima pars eruditionis est"

"To know where to find anything is, after all, the greatest part of education"

 

[europe]

when did you last reboot? A CMS should be rebooted every 3 months

Please let me know if the information that was provided is helpfull.
Edwin Plat
A.K.A. Europe

 

[Sal656]

It shows login indefinitely in CMS Real time report , But in reality agent is not login. I have rebooted CMS server two days back thinking that it would clear the login but still it shows login in CMS supervisor report

 

[Stinney]

This posting on another site is in regards to calls showing as in queue but already answered, it might relate to your issue and help you resolve it:

"This is a fairly common issue that happens on some systems. It’s what we call a “stuck bit” and it is easily clearable. What happens is the PBX reports to the CMS there is a call in queue. Occasionally, the CMS fails to clear the “call in queue” data item and it will then appear there is a call in queue while there are agents available. Be assured that calls are being routed and answered by agents even though the CMS server is showing a call in queue.

To clear this problem, all you have to do is restart data collection for the affected ACD. This is not something that should be done during business hours as it will temporarily drop data collection to renegotiate with the PBX, so there would be some data loss. If necessary to do during business hours, you can restart data collection at the beginning of an interval to minimize data loss. Since this system is set up for 30 minute intervals, one minute after the hour or half-hour is the best time to initiate this process.

There are several ways to restart data collection, the simplest of which is to request new translations from the PBX. Under the main menu, select Maintenance. From the sub-menu select ACD Status. On the input window use a number 1 for the ACD(s) field, press enter and select Translations from the menu list. It will take 1-2 minutes for the system to negotiate with the PBX and restart data collection. No data is collected during this time! Once the link comes back up, any call that had been shown as “stuck in queue” will have been cleared. (This process could be slightly different if done from CMS Supervisor.)"

- Stinney
"Scire ubi aliquid invenire possis, ea demum maxima pars eruditionis est"

"To know where to find anything is, after all, the greatest part of education"