Call Center Issues

[miller3383]

I have a BCM 50 that will sporadically puts queued Call Center callers indefinitely on hold somewhere out there in the universe. They are out there, they here the BCM music on hold, agents are idle, but callers are never presented to an idle agent. The caller can hang up and try again, but the are put on hold in that virtual queue in the sky. The only way to bring everything back to the real world is to reboot the BCM. After a reboot everything works fine for a few days, maybe a week, and then it happens again. Does anyone have a resolution on this, maybe a patch or upgrade?

 

[ironhorse17]

I know if the system looses power it defaults in mode 2.

 

[miller3383]

Does a system reset put the BCM back in mode 1?

 

[gberger]

You don't mention your Bcm's version but install the latest patches to it, there's a good chance it will fix it.

 

[miller3383]

Is there a specific patch? There are a lot of patches that take a long time to load.

 

[telcodog]

Just apply the latest one. It contains everything from previous ones. It takes the same amount of time as any one of them.
Just grab the latest from the Avaya site for your system type and release and apply them. The two main ones your looking for are the service update (SU) and the Desktop. If there are any others, just download them and apply (just make sure you read the readme file and adhere to any prerequisites.

 

[cook1082]

Plus you can schedule them to run in the middle of the night ,because of the reboot after the patch loads.