IPO 4.2.19 install

[busster]

Installed this past weekend. Numerous software issues Avaya is working on. Call Center agents were going into DND by themselves. This was resolved, but now they go unavailable by themselves. Group pickup was not working, but this is resolved. CCC software on supervisors PC's sometimes just quit working. This latest load seems a little buggy and most if the problems centered around call center and queues.

 

[Bhadeshia]

Hi Busster

when you say Group Pickup was not working,
Were they using Phone Buttons programed for Group pickup or using short codes.

I have a IP500 that will reboot if the user uses Call pick programed on 5410 Buttons, if they use *30 code then it works and the system will not reboot.
Software installed is 4.2(11) it started on 4.2(4)

 

[amriddle01]

@Bhadesia, if that's the case change the button to dial the *30 shortcode for you, then your button will not reboot the system.

ACS - IP Office Implement

"I'm just off to Hartlepool to buy some exploding trousers

 

[busster]

Did not matter. Short codes or button programming did not work. Directed call pickup worked however. Believe it ended up being something about the users were in more than one group. Avaya resolved.

 

[Bas1234]

Busster, do you know what version the IPO is running?
Because the 4.2.19 is not the version of you IPO but of the PhoneManager you're running.

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It works! Now if only I could remember what I did...
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[mforrence]

In regards to users going into DND by themselves...a phenomenon that happens regularly on a new install is that you'll retrieve a database w/Manager. Then a user will change their DND status. Then you'll make a change in Manager and send. The DND status for all phones will be set to the state in force when you retrieved the database. Same is true with overwriting new VM passcodes. Just something to be mindful of.
Mike

 

[busster]

Software is 2.4.11. Not sure about the DND, just know that hotdesk agents and only hotdesk agents would go into DND after every hunt group call. Avaya repaired remotely. Not sure what they did, but it was resolved.

 

[Bas1234]

2.4.11? Could be but that a very old version then and you're using not the compatible PhoneManager version then so i hope its a typo.

If it's 4.2.11;
What is their Status on No Answer?
User > Telephony > Supervisor settings.

Default = Logged On

___________________________________________
It works! Now if only I could remember what I did...
___________________________________________

 

[busster]

Sorry was at 4.2.11. Upgraded IPO and CCC to 4.2.14. All appears to be resolved with agents now. The only small item appears to be with CCCview. Sometimes the view shows one call in the queue, agents in ready state, when actually, there are no calls in the queue. Per Avaya, this is a known problem they are working on.

Agents no longer go into DND instead of busy/wrap up regardless of settings. Agent status buttons now correctly reflect their status. Agents go back into ready status after wrap up time.