BCM 400 Call Center

[khanadil]

We have a BCM 400 release 4.0 with call center enabled,
The bCM was initially on release 3.7 and all the call center functions worked perfectly, advised the customer to upgrade to 4.0and this was done,
3 months after the upgrade Calls to the call center get delayed to be answered by idle agents,

The agents are idle and calls still are on queue and hit an agent after 5 min yest the agents are idle for more than 5 min

Latest patches and software updates have been applied,


Please advise what needs to be done,

 

[Firebird Scrambler]

My best advice is to check that the RCC computer hasn't had any updates done to it recently. I usually make sure that the update facility is turned off!.

Also make sure that the latest Desktop (for the RCC) and system service updates have been applied. Once that has been done, uninstall the RCC software, reboot the RCC Server and then reload the RCC software from the BCM.

All the best

Firebird Scrambler
Meridian Programmer in the UK

http://www.linkedin.com/in/davidbromley

If it's working, then leave it alone!.

 

[khanadil]

Well the RCC computer does not have internet connectivity at all and also updates are off...

i have loaded the latest patches and software updates to the BCM,

will uninstall rcc and reinstall the software again
what connection does the RCC have in calls hitting an idle agent,,

 

[Firebird Scrambler]

Another thing that you could do, is to see if the Voice Mail service can be stopped and restarted.

All the best

Firebird Scrambler
Meridian Programmer in the UK

http://www.linkedin.com/in/davidbromley

If it's working, then leave it alone!.

 

[khanadil]

Have restarted the voicemail service but still not solved anything,

 

[Firebird Scrambler]

I'm guessing that you have also rebooted the BCM as well?

All the best

Firebird Scrambler
Meridian Programmer in the UK

http://www.linkedin.com/in/davidbromley

If it's working, then leave it alone!.

 

[khanadil]

yes i have ...

im thinking of deleting the skillset configured and creating another one..

 

[Firebird Scrambler]

It's a strange fault, but it's worth a try?.

All the best

Firebird Scrambler
Meridian Programmer in the UK

http://www.linkedin.com/in/davidbromley

If it's working, then leave it alone!.

 

[khanadil]

will try that and definitely let you know,,meanwhile any other suggestions..


if nothing works im thinking of imaging the bcm

 

[Firebird Scrambler]

That is a very drastic thing to do at this stage.

All the best

Firebird Scrambler
Meridian Programmer in the UK

http://www.linkedin.com/in/davidbromley

If it's working, then leave it alone!.

 

[gberger]

What SU_System have been applied to tis bcm,SU20 or SU22?

 

[khanadil]

SU22

 

[khanadil]

the problem started when it was on su20 so i updated it to su22

 

[vappl]

Try disabling the skillset, remove the agents from the skillset and return the skillsets afterward and reenable the skillset.Then one agent login first and verify.