duplicate agents in real time display

[tekgirl23]

Does anyone know what could be causing SCCS 4.2 to display duplicate agents in the real time display window? The server has the latest PEP and updates. How can I fix this?

 

[ErwinStevanus]

Couple of questions:
- Does it happen to a particular agent(s) or randomly to any agent(s)?
- Is it a one-time incident or a recurring one?
- Is is only on a particular client machine or all machines rtd windows?

 

[RBeaudoin]

Did you make any changes to the set without de-acquiring it in Symposium? The database may be corrupt because of it. We had a similar issue.

 

[tekgirl23]

The real time display is happening to various agents and it seems to happen sporadically. We have no clue what could be causing this. All of the client machines are getting the same RTD display. The clients and server is windows 2000

I'll check into the issue about acquiring and deacquiring the phone.

thanks for the help,

 

[ErwinStevanus]

It looks like the problem is on the server or the pabx.

Do you get any error message on the alarm monitor of the symposium client?

Does the agent roams around or sits on fixed desk?

It's easier if the agents sit on fixed desks because we can isolate which phones are having the problems. Once you identified the phones then you can try RBeaudoin's idea to deacquire and reaquire the phones. If the problem is still there, you might need to delete and reprogram the phone.

Good Luck

 

[tekgirl23]

Thanks for all the suggestions and input. I will try them out.

 

[ErwinStevanus]

tekgirl23,

What's the SU/patch installed on the client machine?

Check this out

NS040107SU04C
TM26099 The same Agent ID displayed twice on Agent RTD

I read that on the SU11C readme.txt
Apparently, this is a bug on SCCS Client and is fixed in SU4C. Please install the latest Patch (SU11C) on the client.