uniquename4me
Technical User
I have a BCM 400 4.0 with a PRI, Pro Call Center with reporting and no software patches that's acting a bit strange. It started out with when it gets busy with traffic, it starts to allow incoming calls into the PRI but the autoattendant stops answering and the calls when answered on going to the prime set just drop a lot of the times without audio. Some calls do get through. What is the latest software releases I should be installing to possibly correct this problem?
On occasion I've had situations where an agent position has got locked up and when you push the login key you get a message saying set in use, yet you cannot login or out on the set to receive calls. The remedy used has been to either kick all the agents out from the computer, reset the system, or last time I ended up shutting down the voicemail service and restarting it.
I received a call last time indicating that one skilset was giving the initial greeting and then just dropping the call. All programming was correct and all other skilsets were performing properly. I ended up first disabling and re-enabling the skilset, then trying to change the line to a different skilset (still with no success) and then I tried to shutdown the voicemail and restart the voicemail. This initiated the problem I was speaking of above whereby all calls would start to build up in the PRI without coming through to the agents or the default prime set with is mapped to all sets via a DN appearance in the event the queue or voicemail is down. The only way to correct this was by rebooting the system by paperclip or power down.
Is this something that sounds like it was fixed in a patch not yet applied?
Thanks for any insights!
On occasion I've had situations where an agent position has got locked up and when you push the login key you get a message saying set in use, yet you cannot login or out on the set to receive calls. The remedy used has been to either kick all the agents out from the computer, reset the system, or last time I ended up shutting down the voicemail service and restarting it.
I received a call last time indicating that one skilset was giving the initial greeting and then just dropping the call. All programming was correct and all other skilsets were performing properly. I ended up first disabling and re-enabling the skilset, then trying to change the line to a different skilset (still with no success) and then I tried to shutdown the voicemail and restart the voicemail. This initiated the problem I was speaking of above whereby all calls would start to build up in the PRI without coming through to the agents or the default prime set with is mapped to all sets via a DN appearance in the event the queue or voicemail is down. The only way to correct this was by rebooting the system by paperclip or power down.
Is this something that sounds like it was fixed in a patch not yet applied?
Thanks for any insights!
