CCWX AGENTS LOCKING UP DURING AND AFTER TRANSFERRING CALLS

[SSGZIGGY]

I have two large ccwx platforms and they both were working fine and now they have an issue with agents locking up during calls and after a transfer i have not created any new queues so i really dont understand this. please help ASAP. and i just want to say thank you ahead of time for the assistance. !!!!!!!

 

[belevedere]

If nothing was changed and it was operating properly then you probably need to reset the CCWX. If they are on the IPS/IVS2 system then go to the CCWX server and make sure that the WIN services icon is on the desktop. Click on services and find the CCWXACD service and stop it. To restart go to the CCWX application and stop it then start it. Of course it will knock your agents off and they will have to log back in. I suggest this be done after hours.

 

[SSGZIGGY]

They are connected to sv8300 ip systemsthat are ip-ccis together.

 

[belevedere]

I still suggest restarting the CCWX. That is what is driving the call center.
Are the agent phones IP? At both locations? Do the phones continue to function exclusive of ACD operation?

 

[SSGZIGGY]

yes they are all IP phones

 

[belevedere]

Is it the phones that lock up or the ACD function on the phones that lock up?
If it's the phone then look to your network. If it's the ACD function on the phone, first make sure that you have the IP/ACD licensing for them, then try a CCWX reset.

 

[belevedere]

I found this problem and resolution.

Call CenterWorX ACD Phones Locking Up

This is usually seen when there are names programmed on the ACD line(s) of an ACD position in the PBX. Names should not be programmed on the ACD lines. It is OK to program names on the PBX line(s.)
Check you names display and make sure that there are no names associated with the ACD lines in the PBX. CMD 770.

 

[mj82]

@Belevedere in reference to the no names on the ACD lines. Would this still be the case on an sv8500 CCworx acd system?

 

[belevedere]

Yes. The ACD program in the CCWX was derived from the 2400 ACD. No names should be in the PBX program for the ACD lines. ACD names are input in the ACD log on data.

 

[SSGZIGGY]

ok i have no names in cmd 770 i also have the lic. for IP/ACD but yet i am still locking up during a transfer and or in work mode which is set for 20 sec.any other ideas cause i am hitting a wall with my bald head lol

 

[belevedere]

I am still not clear on the exact nature of the lock up. Is it the ACD function that has the issue and the IP phone continues to function normally, or is it the IP phone that is actually locking up?
Please post the PBX software level and the CCWX software level. You may be running against a known bug in one or the other.

 

[mj82]

I do know if an agent hits the Recall button it locks up the phone on some systems.