IPO 412 (2.1.27) & CCC - Merge Issue

[RafaB]

I wondered if anyone else had a similar problem. We haven't got to the full extent of the issues that occur when merging config to a customer that has CC agents. However it appears that they are at least:
kicked out of group and have to log back in.
Some users have status changes ie Busy not available agents become ready.
Call Forwarding status on some users changes, not all in CC.

Has anyone seen similar and has had to roll back to a software version that doesn't cause the above problems. We took the system from build 18 which I don't remember any of these issues being experienced on. Is build 24 any better ? Also does anyone know if this is a problem due to be fixed.

Many thanks in advance

 

[Morrack]

Just to be certain what you are experiencing really is a bug...

If you are using a 412 I'm guessing you have a decent number of agents. I've found on larger call centres, I have to be carefull to pull a config, make small changes quickly, and merge the config asap. Because the DND status, etc. is stored in the config, if I take too long making my changes then several users have changed their states between the time I pulled the config and the time I want to merge it back in again. The result - those several agents get their state changed on them, uninvited and unintended.

Of course you need to always pull a fresh config before making changes - never pull a config and leave it open, then make changes hours or days later and send it in. That will cause issues on any size install.

A nice improvement would be that merging configs doesn't change a users DND state, etc. unless it was specifically changed by the technician. But one can only dream.

Peter

 

[crashtest1000]

Morrack is on thr right track we have struck the same thing a busy sites.

 

[RafaB]

Morrack

Thanks for the post. What you have said makes perfect sense and explains the DNDs. I suspect that because it is such a busy site that this is where this part of the problem lies.

However, we have just had confirmation from our disty that the agent log-off is a bug specific to 2.1.27 (in the UK at least). Ouch.

 

[IPGuru]

Compared to the problems in earlier version sof V2.1 I would consider agents getting logged out during a merge to be relativly minor.

V2.1(27) also seems to have a problem with Tapi & call que jumping, Again not as serious as the V2.1(24) lockup problems

 

[RafaB]

In comparison they are lesser for most sites. Out of curiosity what is the problem with Call Queue humping.

 

[IPGuru]

Que Jumping

A couple of customers have found that callers are jumping ahead of other callers when queing

Anounced que pos can change from 2-3 etc. before getting answered.

I suspect Que Hummping is somthing completley different ;-p

 

[RafaB]

Hmmmm - Yes that probably belongs to an altogether different forum.

 

[Morrack]

I dunno - some of the posts I've seen on here lately make me suspect discussion of queue humping would be right at home on this forum....

Thinking in particular of one especially tasteless post regarding a T1 Line stimulator... *eep*

 

[IPAlot]

Or digit insertion for that matter???

Soopa Doopa Intergalactic IP Office installation mechanic and configuration corruptor from way back.

 

[crashtest1000]

Humping aside for a moment we can get back to that on another forum.

We have a site where they are complaining about calls getting through to agents even when they are on DND or Wrap UP.

What happens is the agent will go DND at the end of the day and log off with phone manager. In the morning when they come in there are callers in the queue they then log on again and receive calls from queues even though they may not be in that group and are still in DND. They generally only receive 1 call.

There is no merging involved with this and they have version 2.1(27)

What the?