Embedded callpilot changes services on it's own

[sc00tie]

I am struggling to fix a call pilot that cahnges from day mode to night mode, when there is absolutely no automatic schedules.
The receptionist every day starts off the day with F982 then a password then chooses option and chooses day mode.
then at end of day the same steps except night is chosen.
This started a few months ago and the frequency was 3 to 4 times a day. the reception would notice no calls q to the contact center then would found the mode in night (calls directed to a general mailbox.
The Sytem is a BCM50 R2.0 with the latest Service update added, that seemed to choke the frequency down to one occurence a week, but still happening?
has anyone experienced this?

 

[ironhorse17]

There is a auto schedule in the phone system and one in the voice mail.

 

[sc00tie]

Thank you for your response. I have checked the services portion on the BCM50 and there is nothing set for any automatic schedules.
on the callpilot the contact center also has no defined start and stop times for either day or night, and in the greeitng tables the start and stop values are default?
The user is manually opening and closing the business using
F982 is there any other area that I am not understanding or missing??

 

[DocVic]

Tell your receptionist that you are changing the password, at the CEO's request. AND, if this happens again, SHE will be fired, no questions asked! You have another user playing...

DocVic
Dedicated to Nortel Products till the end.
Need help?

http://www.TSS-CO.com

 

[ironhorse17]

Also when the system looses power it defaults to night mode automatically.

 

[sc00tie]

Is there a log that may show these events are happening? power loss is not reported.

 

[DocVic]

Oh, now we find out it's losing power. Why is it losing power? Do you even have a UPS on this system? More than likely this system has been damaged by your power issues. You might as well junk the whole thing, but this time, put a UPS on it to protect it.

DocVic
Dedicated to Nortel Products till the end.
Need help?

http://www.TSS-CO.com

 

[ironhorse17]

Let me elaborate and correct myself, when the voice mail has ACD application running lost of power will revert to night mode.

 

[snowman50]

If there is a power loss then you should see it in the Alarms Log..Go to the ADMIN-General-Alarms.

OR open BCM MOnitor.
the first screen bottom left will tell you the last time the system was rebooted..

Is the receptionist the control extn for service modes

Another extn could be set up as the control extn therefore activating a service mode..
Check other phones to see if service mode displayed on other phones when this Night mode happens

 

[DocVic]

Of course it goes into night mode. All agents in the ACD are being "LOGGED OFF" because of the failure. Where do you think the calls will go if all the agents are logged off!? Until at least ONE logs in, all calls will go to you defined source, the Operator.

DocVic
Dedicated to Nortel Products till the end.
Need help?

http://www.TSS-CO.com

 

[TrainingDave]

Hi,

Which BCM and version, as from 50 R3 forward under agent options is the Auto login, which was developed for just such a senario of power loss with a restart, ideal for those organisations where staff either forget to log in or just won't.

Dave

I like to Learn, I just don't like being taught.

 

[ironhorse17]

To help troubleshoot the system with ACD goes into night mode when a reboot occurs is totally different then being in Day mode with no agents logged in.

 

[sc00tie]

I checked the general alarms and there is absolutely no power interuptions or reboots. There is no indication on any phone that the service is in night mode, the operator has to login F982, because the agent will bring it to her attention that calls have suddenly stopped coming to agents and there is messages suddenly in the general mailbox(the night time destination).
The Relase is 2.0 and Nortel will not look into it until it is upgraded to R3 or better.
I appreciate any input, it is perplexing at least I got it narrowed to one day a week .

 

[DocVic]

Here we go again... Do you have a new UPS on this to protect it from ANY commercial power glitches??? If you're not seeing any system errors, you might be having 'little' power spikes that are creating all of your problems. Do you have protection on the trunks or digital circuit coming into this box? Keep looking.

DocVic
Dedicated to Nortel Products till the end.
Need help?

http://www.TSS-CO.com