Contact Center Server 6.0 Phones intermittently go into not ready 1

[vatech]

I have a CS 1000E system with CCS 6.0. On an intermittent basis, I have phones that go into nor ready on their own.

 

[mte0910]

The first thought that comes to mind is to make sure you are up on all the current patches, particularly in the PBX. Secondly, using the idea that the simplest answer is always best, it has been my experience that this kind of problem usually goes back to the agents sets, specifically, the headset. In centers where there were multiple types of headsets, I have seen problems with the programming of the headset on the agents set. This can cause the issue you describe. Also, if the sets are starting to get old, I have found that the headset cord is the first thing to go bad. As it does, this causes the set to go into a not ready condition.

 

[captaingadget]

Is it possible that they have missed ACD calls and that the system timeout has put them into "not ready

 

[vatech]

First and foremost, thanks for your input. Just a little background, we went to the CS1000E system about 5 months ago. Before that we had a CS1000M. The same problem was occurring on an intermittent basis with the CS1000M. We have all the latest switch patches, however, as you probably know, it is hard to keep up with patches because they come out so frequently. Our CCM system is updated. All our phones have Platronics Headsets which are fairly new. All the phones have the latest firmware loaded. The ACD Queue is setup properly. These sets are not going into not ready due to timeout. I've actually witnessed one of the phones switch to not ready without anything being touched on the phone.

I would like a little more information on programming of the headsets. I've really never had to program anything for the headsets. Can you give me a little more insight?

 

[mte0910]

Under options, there is a choice for headset type. The choices beneath that is Applified headset, Headset Type 1, and Headset Type 2.
This is on my 3905's. There is a way to define the default, but I can't remember it off the top of my head.

 

[dowlingp]

There are three "known" causes for this :

- Agent Phonesets have their CLS set to a restricted value (ie. FRE, FR1 or FR2)
- Agents on CCMA have incorrect numbers populated in the "Personal DN" field of the User Properties page
- lack of IP bandwidth for call delivery on IPT CS1K switches.

Please check that you have no personal DN's configured on the agents Details, if you are using Personal DN's make sure you have the Phantom Sets built in the Cs1K, If you are not using personal DN's then check the agent details within CCMA, also look on the event log within System utility for a 488xx error, this is an agent Nready status for this reason.

Check, sets for CLS FRE

Check Elan connectivity, check for AML link errors.

Hope this helps

Keep smiling!

 

[pronei]

Good Info, have a star.