Can't login with M3905 to contact center 2

[DTchaser]

Hi, I check this site all the time you guys have great information and tips, thanks to all that help!!

I have three sets that I’ve tried to get logged into our help desk queue with no avail. Two of the sets are new, new employees and new programming, one is a set that was working fine until today. Usually they login using key 0 with their agent ID. I’ve never been able to get the two new sets to login, when I press key 0 nothing happens, it’s like I’m not pressing the button. The phones work great as phones but they just won’t login. I copied the new sets from a set that was and is working and made sure to add the user info and acquire the sets in CC. The broke set I’ve replaced with a new 3905, changed the ca pr, and the TN and still no luck. Same deal it works great as a phone but will not login. Attached the TNB for the broke set.

Any help would be great thx!


NACT
REQ: prt
TYPE: tnb
TN 92 0 8 0
DATE
PAGE
DES

DES 200A
TN 092 0 08 00
TYPE 3905
CDEN 8D
CTYP XDLC
CUST 0
MRT
ERL 0
FDN 4888
TGAR 8
LDN NO
NCOS 3
SGRP 0
RNPG 0
SCI 0
SSU
XLST 0
CLS CTD FBD WTA LPR MTD FNA HTA TDD CRPD STSD
MWA LMPN RMMD AAD IMD XHD IRA NIA OLA VCE DRG1
POD SLKD CCSD SWD LND CNDD
CFTA SFA MRD DDV CNID CDCA MSID DAPA BFED RCBD
ICDD CDMD LLCN MCTD CLBD AUTU
GPUD DPUD DNDD CFXD ARHD CNTD CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID BUZZ AGRD MOAD
AHD DDGD NAMD
DRDD EXR0
USMD USRD ULAD RTDD RBDD RBHD PGND OCBD FLXD FTTC DNDY DNO3 MCBN
CDMR PRED RECD MCDD T87D SBMD
PKCH CROD ELCD
CPND_LANG ENG
RCO 0
EFD 4888
HUNT 4888
EHT 4888
LHK 7
LPK 3
PLEV 02
PUID
UPWD
DANI NO
SPID NONE
AST
IAPG 0
AACS YES
ACQ AS: TN
ASID 16
SFNB 2 5 6 7 8 9 10 11 12 13 15 16 17 18 19 28 29 33 35 36
37 38 39
SFRB 1 2 15 32 33 34 35 36 37 38 39
USFB 1 3 4 5 6 7 9 10 12 13 14 15
CALB 1 3 4 5 6 8 9 10 11 12
FCTB
ITNA NO
DGRP
PRI 01
MLWU_LANG 0
MLNG ENG
DNDR 0
KEY 00 ACD 6280 0 6093
AGN
01 RMWK 4888 6124
02 SCR 4003 0 MARP
03 ADL 16
04 XMWK 4888 4003
05 ADL 16
06
07
08 MSB
09 NRD
10 DWC 6280
11 ASP
12
13
14
15
16 MWK 4888
17 TRN
18 AO6
19 CFW 4 4888
20 RGA
21 PRK
22 RNP
23
24 PRS
25 CHG
26 CPN
27 CLT
28 RLT
29
30
31
DATE 22 OCT 2012

 

[roadrunr92]

Have you verified the Class of Service as "agent"?
is the VASid 16 the contact center?
have you deacquired in CCMA and reacquired?
can other agents log into that phone vs one which doesn't?
did you do the 'easy change' or build new?
have you compared a working to non-working TNB for the same phoneset?
Is the TGAR correct?
is the ACD listed -- valid (in the pbx)?
what is your configuration? CS1K & CC7? etc...
could you have gone over your ACD limit in the Parms?

 

[DTchaser]

roadrunr
it states the TN as "agent" in call center when I look under config phones and ports
I'm not sure where to find the VASid
Deacquired and reaquired when I MOV'd the TN for testing and made sure it's aquired currently
Nobody can log into that phone set, and it was working fine last week. there was a power outage but all of my other sets have come back online and are working properly
for the broke phone I just MOV'd the set to a new TN, the new sets I used CPY 2 and copied a working 3905, I'll post the TN of that set below
compairing the TN's doesn't seem to prove anything to me but I might be missing something, I'm still new at CCMA
TGAR is correct
ACD in is valid, that ACD is for our help desk and it's the only one in the CC
We're running a CS1000...M I believe, with MERS assist but I usually do everything through the terminal
I'm not sure if I've gone over my ACD limits or not I'll print the ACD and post it below

THANKS!! :-D


DES 092006
TN 092 0 06 08
TYPE 3905
CDEN 8D
CTYP XDLC
CUST 0
MRT
ERL 0
FDN 4888
TGAR 8
LDN NO
NCOS 3
SGRP 0
RNPG 0
SCI 0
SSU
XLST 0
CLS CTD FBD WTA LPR MTD FNA HTA TDD CRPD STSD
MWA LMPN RMMD AAD IMD XHD IRA NIA OLA VCE DRG1
POD SLKD CCSD SWD LND CNDA
CFTA SFA MRD DDV CNIA CDCA MSID DAPA BFED RCBD
ICDD CDMD LLCN MCTD CLBD AUTU
GPUD DPUD DNDA CFXD ARHD CNTD CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID BUZZ AGRD MOAD
AHD DDGD NAMA
DRDD EXR0
USMD USRD ULAD RTDD RBDD RBHD PGND OCBD FLXD FTTC DNDY DNO3 MCBN
CDMR PRED RECD MCDD T87D SBMD
PKCH CROD ELCD
CPND_LANG ENG
RCO 0
EFD 4888
HUNT 4888
EHT 4888
LHK 7
LPK 3
PLEV 02
PUID
UPWD
DANI NO
SPID NONE
AST
IAPG 0
AACS YES
ACQ AS: TN
ASID 16
SFNB 2 5 6 7 8 9 10 11 12 13 15 16 17 18 19 28 29 33 35 36
37 38 39
SFRB 1 2 15 32 33 34 35 36 37 38 39
USFB 1 3 4 5 6 7 9 10 12 13 14 15
CALB 1 3 4 5 6 8 9 10 11 12
FCTB
ITNA NO
DGRP
PRI 01
MLWU_LANG 0
MLNG ENG
DNDR 0
KEY 00 ACD 6280 0 6011
AGN
01 SCR 5884 0 MARP
CPND
NAME
XPLN 24
DISPLAY_FMT FIRST,LAST
02 SCN 4884 0
CPND
NAME
XPLN 15
DISPLAY_FMT FIRST,LAST
03 ADL 16
04 RMWK 4888 6124
05 XMWK 4888 5884
06
07
08 MSB
09 NRD
10 EMR
11 ASP
12
13
14
15
16 MWK 4888
17 TRN
18 AO6
19 CFW 4
20 RGA
21 PRK
22 RNP
23
24 PRS
25 CHG
26 CPN
27 CLT
28 RLT
29
30
31
DATE 23 FEB 2012

*********************************
TYPE ACD
CUST 0
ACDN 6280
MWC NO
DSAC NO
MAXP 20
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT 40
FRT 2
SRRT 41
SRT 90
NRRT
FROA NO
CALP POS
ICDD NO
NCFW 4888
FNCF NO
FORC YES
FCFT 2
SPCP YES
OBTN NO
RAO NO
CWTH 1
NCWL NO
BYTH 3
OVTH 6
TOFT NONE
HPQ NO
OCN NO
OVDN
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT
RTPC NO
HOML NO
RDNA NO
LABEL_KEY0 NO
ACNT
NRAC NO
DAL NO
RPRT YES
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
SIPQ NO
IVR NO
OBSC NO
OBPT 0
CWNT NONE



it looks like my MAXP is 20 and I've only got 15 people programmed counting my two new sets. Does the "VoicePort" count as a position on the ACD?

 

[telebub]

Your voice ports should be in a different queue and not count towards the 20.

Couple things to try:

1. Activate MSB on the set then press Key 0 and see if it askes for "login ID".
2. Verify the handset or headset is plugged in properly on the 3905. If using a headset, try a handset temporarily.

 

[DTchaser]

telebub,
MSB yielded the same results it’s like I’m not even pressing key 0, I did take that set to another location and plug it in and it works fine. I also took down a handset, and that didn’t work either. With the 3905’s you can use either the port on the side or the ports on the back correct? Doesn’t matter neither one worked just wondering.


Thanks!!! :-D

 

[roadrunr92]

I did a quick review of the 2 TN's you posted; the one dated Feb 12 -- I'm assuming does work.
However, the latest one, there are a number of Class of Services (CLS) which are not the same. I don't know if that would affect the log ins but that tells me the 2 TN's are not identical.
things like:: NAMA vs NAMD / CNDA vs CNDD / CNIA vs CNID
Also, the keys are not identical; in my experience it's not likely the problem but there are keys which need to be certain functions for a 3905 set in CC (like MSB, etc have to be certain keys).

Personally, I'd rebuild the phone from scratch after looking at the voice processing guide from an older release of CC (CC 6 works). It could be a corrupted phone programming as well.

I hope this helps!

M

 

[DTchaser]

Hi guys!
So I spent all morning trying to figure out what the heck was going on. I started by rebooting my CC server and letting update run (which I thought was on my vendor contract but apparently not). Then I de-acquired all of my sets and re-acquired them. After that I told everyone with a login to login, and FM it worked! Don’t know what it was the reboot, updates, or acquiring but the phone that was not working is now working. The two new phones are still not working but that tells me that I’ve programmed something wrong either in the PBX or CC.

Roadrunr, great tips I’m going to check my new phones and see if that’s not what’s causing my problem.

Telebub, handset plugged into the not working set with headset plugged into the headset port on back and MSB not on is how my user logged in this morning after my reboot. Don’t know if it helped or not but thanks!

Stars for you both!!


:-D <-- smile bcuz believe it or not, things can get worse.