Delta Server 5.2.16 and IP Office 4.1.9 and CCC 2

[qtelcom]

I have a CCC customer on 4.1.9 with a 406v2 and all 5420 phones. I am using Delta Server 5.2.16 per tech bulletin 90. CCV is reporting an agents status incorrectly, it will show an agent as ready, although they've put themselves in busy wrap up, or engaged their DNDon Button.

Calls are be routed within the huntgroup correctly, it's just that the Delta Server is reporting the agent's status incorrectly and that info is displaying on CCV incorrectly.

So a supervisor looks at their call center and views a huntgroup with 5 calls waiting, and 4 agents in a ready status and asks me why... and I have to explain that CCV is lying to them and that the agents are really set in another mode, like busy wrap up or Busy N/A, and that CCV is not updating the agents status correctly.

I have the Delta Server running on Window 2003 server machine with no firewall enabled, and I've reinstalled delta server to no avail, restarted the Delta Server etc...

It's like the CCV/Delta Server "gets out of sync" with the actual status of the the agent.

For example, I will

-Restart Delta Server, everything is cleared in CCV and agent's status are correctly reported...

-While on the phone, an agent will toggle their "Huntgroup Enable" button off (effectivly putting themselves into a Busy Wrap-Up Status and unavailable in the huntgroup), they will finish up the call and hang up.

-CCV now reports that same agent as ready although, they are in Busy Wrap Up, when you actually look at the agent's phone, you see their Huntgroup Enable button has been disengaged.

-If you toggle the same agent's "Huntgroup Enable" button on and off again, it will then show correctly in CCV.


Thus throughout the day, several of the agents "Ready" Status is incorrect in CCV

Rinse and repeat...

Anyone else experience this or have any suggestions?

 

[IPOfficeIreland]

enough licenses for all agents logged in?
all agents set to force login?
what version CCC?
All groups not set to Linear?
If you look in Delta it will show Agent Status, does it reflect the correct info in there?

I have exactly the same software on a call centre and it works perfectly (well almost!)

 

[dencom]

Same here, there seems to be an issue with the deltaserver with respect to Windows Server 2003. We have openened a case but nothing to report yet.

Regards,

Arnoud

 

[Escorthosis]

How many Agent licenses do you have.

Check within DeltaServer how many licenses are consumed.
Also check how many extensions DeltaServer reports as agents.
It looks like an issue of the deltaserver running out of licenses and thus not reporting the details of every agent correctly.
It could also be a bug though, let's see what the others think of it.

 

[intrigrant]

I have the same issue on 4.0.10 with CCC 5.0.43, agent status works intermittend.

NIHIL NOVI SUB SOLE

 

[SuperJenks]

Make sure the group you are viewing and reporting are numbered as the highest Hunt Group number than the rest of the groups. Example, if the following groups exist on the system,

200
201
202
203
204

Make sure you are using 204 for the call center group you are monitoring and reporting on, if not, the data will not be correct when viewing on CCV and Reporter. You can find this information in the "CCC Installation Hints and Tips" found under the manual section of the knowledgebase.

 

[qtelcom]

Well here's more info to your questions everyone,

-I have plenty of agent licenses available, not running out there. Force login is ticked for every agent, and delta server is correctly reporting the number of licenses consumed.

-Even when looking at the highest group number, the agent status is not correct in the highest number group.

-Looking within Delta Server, the agent status is incorrect. It shows "idle", when it should say busy wrap-up. CCV reports this idle status as "ready".

-all groups I'm viewing are "Longest Waiting" type groups

-The version of CCC is the IP Office CCC V5.0.43 Maintenance Release Software, with the updated Delta Server version of 5.2.16


Any other suggestions? I've started a ticket with Avaya, but no response yet.

Can I run the previous version of Delta Server? (The 5.0.40 that came with CCC V5.0.43?)

Are there any tweaks to Windows 2003 Server, that will allow Delta Server to function better? The firewall is not running.

Looking at the Delta Server Event Viewer, I see numerous "Hardware Lookup Failure" messages... Anyone know what this means? Is that bad?

 

[IPOfficeIreland]

hardware lookup failed is problems with delta communicating with ip office.

I have seen hardware lookup failed where it shouldn't be a problem. have you rebooted everything recently, not just restarted services.



you can downgrade the delta, no problems there. I would try that next.

 

[IPOfficeIreland]

okay, update on this 1, seems I am having the same issue, agents showing as ready when busy or wrap up is on, some are not even logged on.

plenty of licenses across the board....

 

[puregold]

Can everybody detaile the exact windows version, including servise packs etc, ie 2003R2 or 2003 sp1 or sp2 etc etc etc.

Thanks.

ACE - Avaya Certified Expert
ACI - Avaya Certified Instructor

 

[qtelcom]

Per my previous post: Window 2003 Server with SP2

 

[puregold]

get delta server 5.2.17

the taker has tried it and it works.

ACE - Avaya Certified Expert
ACI - Avaya Certified Instructor

 

[qtelcom]

Well I will ask for that, now just waiting for Avaya to get my ticket closed and get me the version that works. We will see if that fixes the prob.

 

[Sorpio]

we have a license problem with delta server 5.16! @PG Where can i download delta server 5.2.17

 

[puregold]

Its not released yet, you have to ggo through your distributor.

ACE - Avaya Certified Expert
ACI - Avaya Certified Instructor

 

[IPOfficeIreland]

***New Update****

Installed the DeltaServerService.exe and customer says
"he is now confident in the IP Office reporting correctly"

so thumbs up, seems to fix the job...

 

[qtelcom]

I had Avaya Tech support in my CCCserver today, he didn't know about a 5.2.17, nor did my distributer. can someone confirm that this exists?

 

[IPOfficeIreland]

yes exists and works!

 

[qtelcom]

Did you get it through Avaya Tech Support? and does it fix your agents current status not correctly displaying in CCV?

 

[IPOfficeIreland]

yes and it works