BCM ACD Reporting Error

[wilfredt]

Hi

I am new to the Nortel BCM ACD system, and I found the reporting module produces wrong stats about some agents. For example, an agent logged in for a long time and he has not press the Make Not Ready button. But real time ACD report module shows the agent as Not Ready. I asked the agent to log off and log back in. As soon as the agent logged in, the system put him as Not Ready. Is this a known issue with the BCM ACD system?

Thanks in advance.

 

[senk1s]

lot of problems with BCMs ACD reporting package have been solved in BCM Rel 3.5
and right now there is a free upgrade from 3.0 to 3.5 ...pls get this from your vendor

 

[wilfredt]

Thanks Senk1s, I also heard that the BCM 3.5 version resolve some of the ACD reporting error, but looks like it also introduced some ACD routing error. That's why I am still waiting for more tests from my vendor. Do you have a list of problems that is fixed by this new release?

 

[senk1s]

i dont have access to my work PC today - maybe someone else can send it to you ....
what are hte routing problems you have?

 

[wilfredt]

I don't have any routing issues on version 3.0. I was told that there are some routing issues with 3.5 that my vendor discover after they installed for other customer. I have not upgrade to 3.5 yet. Is there any links to where I can find the information about the new fixes.

 

[MarvO1]

It is my understand that there are some patches that came out after 3.5 that also need to be applied to fix the fix.
I have not gone there yet, so can't share the exact experience. It is not my favorite thing to have to do.

MarvO said it