hello friends,
I have to problems on one site about CCR Agents.
System
IPO 500 V1 6.0.14 (Before this version i tried any old version)
CCR 1.2.5.1
1608 IP Phones
Voice Mail Pro, Contact Store etc.
There are 30 CCR agents. Supervisor send Agent Summary Report for whole day.
First problem:
For example:
Agent 1 : HG Enable Time= 9:58:01 Ring Time: 00:03:08 ……. Busy Not Available = 00:00:00
But Agent used BNA 70 minutes, I’m sure.
After that I want to agent trace report. I suprised this traces.
Agent1 every thin ok but when agent pres BNA buton here the traces:
09/23/2010 09:43:07 Queue Disabled
09/23/2010 09:43:07 Available
09/23/2010 09:43:07 LoggedIn
09/23/2010 09:43:07 LoggedOff
09/23/2010 09:43:07 BNA
All things being same time. So I couldn’t get true BNA times.
If i reboot the IPO 500 there is no problem. I can get true reports. Everything is ok. 3-4 days after problem ocur again.
------------------------------------------------------
Second problem:
If agent press to BNA state after than (No press anything ) press logout buton. HG Enable time ok but BNA time going up.
For exp:
Agent 1 : HG Enable Time= 4:00:00 Ring Time: 00:03:08 ……. Busy Not Available = 15:00:00
?f agent login in to the sistem it’s going normal.
This issue occur everytime if agent press like that.
Have you ever seen this issues?
Regards
I have to problems on one site about CCR Agents.
System
IPO 500 V1 6.0.14 (Before this version i tried any old version)
CCR 1.2.5.1
1608 IP Phones
Voice Mail Pro, Contact Store etc.
There are 30 CCR agents. Supervisor send Agent Summary Report for whole day.
First problem:
For example:
Agent 1 : HG Enable Time= 9:58:01 Ring Time: 00:03:08 ……. Busy Not Available = 00:00:00
But Agent used BNA 70 minutes, I’m sure.
After that I want to agent trace report. I suprised this traces.
Agent1 every thin ok but when agent pres BNA buton here the traces:
09/23/2010 09:43:07 Queue Disabled
09/23/2010 09:43:07 Available
09/23/2010 09:43:07 LoggedIn
09/23/2010 09:43:07 LoggedOff
09/23/2010 09:43:07 BNA
All things being same time. So I couldn’t get true BNA times.
If i reboot the IPO 500 there is no problem. I can get true reports. Everything is ok. 3-4 days after problem ocur again.
------------------------------------------------------
Second problem:
If agent press to BNA state after than (No press anything ) press logout buton. HG Enable time ok but BNA time going up.
For exp:
Agent 1 : HG Enable Time= 4:00:00 Ring Time: 00:03:08 ……. Busy Not Available = 15:00:00
?f agent login in to the sistem it’s going normal.
This issue occur everytime if agent press like that.
Have you ever seen this issues?
Regards
