DN on Hold incorrectly showing on Realtime Displays

[maggier]

Hi all,

We recently upgraded to CS1000M from option 81 release 25.40B and since then we have had issues whereby on the real time displays on fat client 5.0 and on web client 4.5 and agent (not all, and not all the time) is showing the status DN out (on hold)you can call this extension and see the DN in become active and you can see the agent receive an inbound ACD call also but the DN out on hold still exists. Tracking the TN confirms that there is no call on hold on the DN SCR line.

We have loaded the latest peps sus_06_04 and the like and the issue still exists. the call presentation of the agents does not have the places dn call on hold option selected.

It does seem to happen more on 3905 sets than 2616.. i havent seen it happen on a 2616 yet.

If anyone has an idea i would much appreciate it.

Many thanks

 

[roadrunr92]

I assume you're on the latest release of the PBX's deplist?
have you checked the firmware of the phonesets?
Are all the agents apart of the same skillset when this happens?

 

[maggier]

Hi there, thanks for the reply,

have upgraded firmware on phones and problem is still occuring, they can be in any skillset when it happens. The pbx pep list is up to date. I have my maintainer looking into this and they seem to think a patch may have over written another patch that might have been there to fix this sort of issue.. so that is a possibility.

I am now wondering tho if it is how they are using the dn key when on an ACD call, i suspect they are using transfer to consult with other departments instead of putting acd call on hold and then selecting the scr key to make the call.

still have the issue tho.. am able to use pscan to clear the calls

any ideas?