CCR Agent's 1608 rebooting

[Albus2]

Similar to thread940-1624169

IP500v2 6.0(14)
1608 with 1.3000

There are several hunt groups, but only one has CCR Agents at the moment. These agents have a 1608 with there personal number (extension=700 and user=700). When they serve as agent, the log in with another user (user=800). Every agent is only using his own phone, no real hot-desking.

Base user 700 has a login code set (for later 1XP usage).
Agent has a login code, CCR-Agent and force-login ticked.

This is basically working. But several times a day the agent phones reboot. They say it happens after login, when its ringing or when in a call.

This happens only for the CCR agents! It did never happen for the other agents. And of course, it only started for these agents after we installed CCR.

Any Idea?

 

[Bas1234]

What happens if you don't have a user 700?
The phone itself should display "No User"

Also you could try to give the extension the number 800 just ot see what happens.

Also check the IPO itself if it has config change at the time it happend.

___________________________________________
It works! Now if only I could remember what I did...

Dain Bramaged
___________________________________________

 

[Albus2]

How can I do it without User 700? I think need it because it's an IP phone. I need to have an IP login first (when it asks for Ext?) to be able to login with another user. Wrong?

Or do you mean I should have a base extension like (extension=300 and user=300, name=Base300, bar outgoing calls).
Then login with ether the users personal number (700) or the agent number (800)?

 

[Bas1234]

Yes just use a base extension, with a Hotdesk user to login.

If you give the Base extension and the Hotdesk user the same number then after a reboot the phone should login again if you have forced login unticked.

___________________________________________
It works! Now if only I could remember what I did...

Dain Bramaged
___________________________________________

 

[Albus2]

Isn't this what I have?

 

[Bas1234]

So your saying the 700 user is also a real user and not just to give the extension a number?

So you have;

extension 700
Hotdesk user 700 and 800

___________________________________________
It works! Now if only I could remember what I did...

Dain Bramaged
___________________________________________

 

[Albus2]

Yes, but 700 must be logged in first (IP login).
Only 800 is hotdesk user (CCR Agent).

If 800 logs out, it's an ordinary user with ext/user 700

 

[sizbut]

Check the 'Status on No Answer' settings of the CCR group and agents.

 

[Albus2]

No answer setting in the group is 'none'.
The agents are set to 'Logged on(no change)'

 

[jamie77]

I personally think there is something broken with basic hotdesking on 6.0(14). People are seeing it with CCR as they hotdesk alot but I have also seen it with out. Not tried 6.0(18) yet. A few R6 customers have said if they hotdesk it tends reboot.

I have an IP extn 251 and my user is 251. if I log on somewhere else and then come back to my phone 50% of the time the phone will reboot about 10 secs after login. I get this on 6.1 trial. I don't have an R6 in house but I don't think it is just CCR agents.

I am going to be doing some more testing and monitoring of this to send through to the case I have open with the disty on this.

this doesn't seem to happen if there is a user already logged into the phone you are using. So, for now, create spearate users and base extns for all your call centre phones as dummy users out of your range, delete all the base extns belonging to your agents and get them to log on to the dummy phones. that should help.

Jamie Green

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

 

[Albus2]

Thanks Jamie
That would be like I asked in the third post of this thread?

My customer just told me, that only the CCR agents in question do log in and out. The others don't hot desk or just use DND.

 

[hairlessupportmonkey]

im inclined to agree and think hotdesking with IP handsets on r6 is a pain in the ass. no issues with DS handsets, so why the heck have Avaya made it a nightmare on IPO street for IP handsets!

I know Scansource have this raised with Avaya, as they have recreated this issue in house, and I have customers I keep "fobbing off" until its fixed!

 

[tlpeter]

I think i have had it once or so.
But i cannot recreate it that much.
When i have the time i will give it a try.


Homo sapiens non urinat in ventum

honey, i fried the IP Office !!!

Sarcasm, it's only one of the services I offer.

 

[jamie77]

The others don't hot desk or just use DND/quote]

They should be logging out at shift and and logging in again in the morning. I remember some funny reports coming out of CCC if people didn't log out, probably the same in CCR.

I keep wondering if we should logg the phone out and not just the user with IP Phones on the IPO. Not sure how it works on ACM. I iwsh Avaya would give us some help with this and tell us some best practice info. Wishfull thinking!!!

Jamie Green

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

 

[Albus2]

Jamie,
With 'the other' I mean non CCR agents. There are some other hunt groups which are not CCR groups.


Anyway, I hate hotdesking. Everything in IPO keeps it's status even after a reboot. Forwarding, DND, extension at the IP-Phone - everything is just like before even when the complete server room had a power outage. But hotdeskers are gone. It's very unpredictable what happens to them.

If you know ACM, you will like IP-login and you will be surprised about TTI-Mode for digital sets. It's like hotdesking, but permanent!

 

[tlpeter]

They do not login because "force login" is checked.
This is needed for CCR.
If unchecked then the phone will login on there base extension after a reboot.
But you do not want that users are automaticly are logged in after a reboot within a callcenter.
Also with a callcenter there are most of the tome more agents then phones.

You cannot compare a CM with an ipo.
Totally different markets.



Homo sapiens non urinat in ventum

honey, i fried the IP Office !!!

Sarcasm, it's only one of the services I offer.

 

[Albus2]

My point is that the system does not look the same after a reboot, be it because of a config change, a power outage or a crash. It's a question of the basic concept. I would have done it different...

 

[jamie77]

On a reboot, people will go back to thier base extns or logged out if they don't have one

Jamie Green

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

 

[DrDrayAvaya]

yep, had similar reboot problem with a site we upgraded from CCC to CCR, 6.0.18
they were DS phones and CCR agents, hotdesk login made whole system reboot..
only did it the day we did the upgrade, and it was very late when we finished, and it hasn't repeated it.
ODD>
we tiptoed away quietly knowing we had no way to go back...

 

[Albus2]

We still have the problem of 1608 restarting when login in or hotdesking. Usualy in the first 10 seconds.

It's easy to reproduce. All you need is any 6.x system.
Just add a user to your power demo kit. Create a new user, no extension (500). Give it a password 1234, a login 1234, check force-login and CCR-Agent if you have. Thats enough.
Then hotdesk at any station with *35*500*1234#, wait a few seconds, log off with *36. Repeat this a few times. If it's an ip-phone, logoff (Mute LOGOFF#) too. Do this a few times. I bet your ip-phone will restart. But not any DS-phone.

Anyone can confirm this?