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?

 

[qtelcom]

Well's that interesting TheTaker, because after speaking with Avaya, they have no knowledge of a 5.2.17. They have identified the issue as a Major Issue and has their developers working a fix. This is coming directly from Tier 4. Not sure what's happening here, but I would think they would know about a simple patch 5.2.17 if indeed it existed and fixed the issue. Who did you speak with at Avaya, because I would really like to get my issue resolved, and if I could provide the name of the person you spoke with at Avaya that gave you the 5.2.17, it would be greatly appreciated, then perhaps my cusomter would love me again as their CCV is about useless right now

 

[puregold]

Heh, im looking at at right now.

Who ever you are talking to is wrong.

What region are you in? We are emea.

ACE - Avaya Certified Expert
ACI - Avaya Certified Instructor

 

[qtelcom]

I'm here in the USA, could that be the issue? Some sort of communication issue with Avaya Support? I would think tier 4 would be the same pool of people between us.

 

[IPGuru]

I doubyt that Tier 4 in the us iven know which state Welwyn Garden City is in ;-)

 

[intrigrant]

I have upgraded a CCC Deltaserver to 5.2.17 and it did solve the real time status problems but another issue appeared.
On the PC Wallboard the number of I/C calls for an agent group remains zero. In Deltaserver however the number of I/C calls per group is counted correct.
Solve one thing, break another thing. Did Avaya take over some programmers from Cisco? These are experts in this kind of programming.

NIHIL NOVI SUB SOLE

 

[Escorthosis]

Intrigant I hope aarenot is asleep and not following this post.
Your last 2 sentences normally get him going.....

 

[intrigrant]

Great! Is he one of those programmers? Then i have some more of that to get him upset for at least a week!

NIHIL NOVI SUB SOLE

 

[qtelcom]

Well now after emailing Tier 4, he did confirm that 5.2.17 was tested on my cfg and DS log files and the problem is still not fixed on that version which is why he didn't give it to me, it's been pushed to Development. Ah the waiting game... fun fun!

 

[routermad]

I have a similar issue with an IP500 v4.0.5 I couldnt be bother to upgrade the system to the latest v4.1 and now you confirm this for me - thank you. You may wish to review the raw data from Delta Server. You'll notice the odd lines where the date shows 30th Dec 1899

I'm currently running Delta Server v5.2.16 which is better but not perfect, should the suggested v5.2.17 Delta server gets release, I'll be happy to try this. If only AVAYA pays me to QA tests their products I would be a happy person. It's little issues like these that gives AVAYA a bad name :S

 

[mattKnight]

>I'm currently running Delta Server v5.2.16

the 1899 call issue is fixed in v5.2.16 - apart from a couple of call scenarios (according to distributor)

you need to take monitor logs and smdr files and pass to Avaya

Take Care

Matt
If at first you don't succeed, skydiving is not for you.

 

[qtelcom]

Well I did request Delta Server 5.2.17, which is a trial build, and not a released private build. I finally did get it from Avaya and tried it on the customer today. After some testing, the blatant "incorrect Agent Status issue" is gone. I not sure if it fixed everything, but now at least the supervisors can begin to trust their CCV screens when they view their agents.

I'll have to test the wallboard issue intrigrant mentioned, As they all use PC Wallboards.

Thanks TheTaker and puregold! -for tipping me on about the 5.2.17 version, without that knowledge, I would've just been waiting from Avaya for who knows how long.

 

[ProviderReborn]

PG/ The taker.

My distributer never admit to issues.
Would one of you be willing to send me the Deltaserver.exe file if I dropped on of you my address. I got problems with our inhouse Delta server and my dissy deny all knowledge of the version you have.

Plllleeeeasase

ACA - IP Office Implement
ACA - IP Telephony
ACS - IP Office Implement
CCNA - Working towards.

 

[aarenot]

zzzzzzzzzzzz
zzzzzzzzzzzzz
zzzzzzzzzzzzzzzz

I heard my name, someone must have mentioned me. It was probably somebodies girlfriend calling out my name instead of theirs.

 

[IPOfficeIreland]

TP, i can but i'm sure pg can't. can you send me a pm on avayausers.

€50 should cover my fees!!