CCMS,RTD, ADD displaying wrong data

[helpmenowpec]

We have discovered that, we have agents showing idle on our real time displays, yet they are actually on an ACD call. We have nortel cs1000 4.5, call pilot 5.0, ccms,ccma 6.0 and we are fully patched on all systems.

 

[johnpoole]

what's the refresh rate on your real time.

john poole
bellsouth business
columbia,sc

 

[helpmenowpec]

not sure, i believe 2 seconds but they will show idle for until they take another call which can be sometimes up to 20 minutes

 

[helpmenowpec]

let me clarify, even though they are on an active call, the agent will show idle until the call ends, which can be a long time.

 

[NortelGuy1979]

What version of CCMS and CCMA; what version of Internet Explorer? Does this happen on all of your agents?

Have you verified that these phones are properly acquired? Can you post a TRAC of a phone in question while it is showing this state?

Thanks,
Matthew

Matthew - Technical Support Engineer

 

[sneb]

check your multicast settings on the CCMS and make sure your RTD pc's can recieve all the multicast packets that are sent.

 

[Wane47]

depending on your su there is a designer patch for real time displays issues (agent showing idle when they are on a call). The patchs are for the ccms. If you put them in you also need a patch on the pbx.

 

[jebloome]

Wane47 is on the right path. We just went through this exact same issue on our CCMS 7.0 platform. We had to have the Designer patch loaded on the server and the PBX to correct this issue.