Contact Center Phones going onto not ready - Avaya CS1000 rls 7.6

[vravijothi]

thread798-1720835

This has reference to the above thread.

We are facing similar issues with Contact center phones.
Could anyone able to solve it?

Phones status are changing to ' Not ready ' automatically if there is heavy load or heavy calls.

We have upgraded all the patches and to latest release.

Current version of AACC is AACC 6. 3

Please reply to this post.

 

[PERRYPJ]

Do you use RONA

OLD ROLMEN WORKING ON NORTELS AND AVAYA

 

[bignose21]

Or is rtqt set against the ACD group then next prompt set to NRD. If agent misses the call for the length of the rtqt timer forced into not ready.

 

[vravijothi]

To : bignose21

Or is rtqt set against the ACD group then next prompt set to NRD. If agent misses the call for the length of the rtqt timer forced into not ready.

Dear
I cannot understand rtqt? is it return to queue ? can u explain in detail please...
sorry i am bit a new to contact center.

Is it anything to do with call presentation class?

 

[bignose21]

Well would say if you are opening case etc. the first thing Avaya will ask you to do is patch up to 6.4 SP15

 

[vravijothi]

All patches are updated

 

[bignose21]

ok just you said Current version of AACC is AACC 6. 3 must be 6.4

 

[vravijothi]

this week we updated it to V6.4 SP15

 

[bignose21]

This was for SP 11 dont know if its any use in leading you in the right direction

https://support.avaya.com/public/index?page=content&id=SOLN243839&pmv=print&impressions=false

 

[vravijothi]

EVEN TODAY WE FACED THE SAME ISSUE. HOWEVER, ITS' NOT SOLVED....I AM TRYING TO LOOK INTO CALL PRESENTATION CLASS

 

[vravijothi]

We have our contact center connected to CS1000MS system and not avaya CM

 

[bignose21]

MPLR32814 maybe was additional on top of SP6

 

[vravijothi]

MPLR32814 ?

 

[bignose21]

Callserver patch its been superseded by MPLR33011 now and should be in the Deplist so you may want to ISSP see if its there.

Description:
If there is not enough bandwidth for an external ACD call then agents go
to NRDY (Not Ready) state.

 

[vravijothi]

I think the same... it's happening only during peek hours.

How to increase the bandwidth for an external ACD call?
I will check the deplist and update shortly, if this patch is updated or not.

 

[bignose21]

This is the Problem Analysis
----------------
CDN and Some ACD agents are acquired by Call Center. Incoming call to this
CDN - Call Center tries to terminate the call on ACD agent. Call Server has
a special mechanism to detect insufficient bandwidth. So if no bandwidth
available at the terminating zone it blocks the call. If there is no Call
Center - Call Server just drops the call. But in case of Call Center Call
Server is not allowed to drop the call it just notifies Call Center with
"Call can't terminate to the agent".

At this point Call Center puts this agent to "Not ready" state and tries
another agent and the same thing happens again.

Which made me think of the possibility

 

[vravijothi]

Yes... probably this could be the issue.

Is there anyway to increase the bandwidth ?

 

[bignose21]

Reading that description would be a good idea to keep an eye on inter/intrazone bandwidth usage at the time of the issue

 

[bignose21]

Guessing you are using IP phones so in LD 117 prt inter and prt intra see what they are set to look at:

Bandwidth max is 1000000 this is a representation of the network that is set by you that the call server uses to manage the BW for example on Best Quality Strategy BQ you are using G711 so 64k TX + 64k RX + Overhead callserver would set 190k against the Usage of the Zone. If all the phones are local to the switch and just over LAN it would be normal to set these at the max.

using the same commands you can see the usage

you can also change in 117

CHG ZONE <zoneNumber> <intraZoneBandwidth> <intraZoneStrategy> <interZoneBandwidth> <interZoneStrategy> [<zoneIntent> <zoneResourceType>]