CCR Agent availability is not Accurate 1

[Luqman408]

I don't know CCR very well at all and I've dedicated this weekend to learning it because I have a customer with CCR issues and no one at my job wants to own it.

Here are the problems:

1. The customer is reporting that the wallboard says that there are agents available when there are calls in queue, but when they go to check the agent is actually on a call.

2. An second they're reporting callers are being disconnect by the IPO while waiting in queue.


Any idea why this might be happening?

 

[tlpeter]

Give us more information.
What software version IPO?
What software version of CCR on what OS?
Any other apps on that server?
What type of phones?


BAZINGA!

I'm not insane, my mother had me tested!

 

[Luqman408]

That would help huh...

The IP Office is at R7.0.12 and the CCR is at R7.0.1.31.

The supervisors have 96xx series phones and the agents have 16xx series phones.

We did do some windows updates that resolved some issues they were having with CCR locking and problems pulling reports.

 

[tlpeter]

Upgrade CCR.
Callers disconnect sound like trunk issues.


BAZINGA!

I'm not insane, my mother had me tested!

 

[Luqman408]

Simple enough Thanks.

 

[jamie77]

There are definately issues in R7 CCR for agent state on the supervisor view, not seen it on the w/b's though.

Tier IV have replicated and I'm waiting a fix.

Jamie Green

Football is not a matter of life and death-It is far more important!!!!

 

[pralph]

I was having similar issues with CCR showing agents constantly logged out when they weren't. Avaya had me upgrade everything on site to the most current build and things seem to be running right. Might try that if you can.

 

[hairlessupportmonkey]

the fix is called Chronicall.

ACSS - SME
General Geek

 

[Westi]

HSM that deserves a star, I had my morning laughter now.

Joe W.

FHandw, ACSS

Google it you damn kids

 

[hairlessupportmonkey]

Haha - yeah - there are no band aids for CCR. Its just crap.

ACSS - SME
General Geek

 

[Luqman408]

I actually got myself in quite a bit of hot water telling a new maintenance customer the truth about CCR.

 

[hairlessupportmonkey]

BTW

CQ40369 Real Time Status reflect incorrect agent state 1.2.2.78 SP_RELEASE_2Q11_CCR 4-Proven 1.2.4.11

ACSS - SME
General Geek