Merging changes the CCC Agent state

[smsam]

I have an IP Office running 3.0(44) software, CCC and a Model 406 V2 control unit. The agents are using Model 4412 telephones. The agent phones have buttons programmed for “Do Not Disturb” and “Hunt Group Enable”. The DND is toggled to track breaks and lunch. The enable button is toggled for “After Call Work”. The problem I am having is when merging a configuration. The agent state reverts back to polled state. So if an agent is active on a call when I pull the configuration. Then goes on break and depresses their DND button. The DND deactivates (and the button light goes out) when I upload the configuration. Even more frustrating, if an agent is in ACW (by depressing the HG enable button) when I download the configuration and then toggles the button to enter the “Ready” state, they revert back to the disabled state when I upload the configuration. But their button status does not change so they think they are still in the “Ready” state. Calls start queuing while their phone shows them available. This is blocking me from making any changes when agents are staffed in the call center.

 

[IPGuru]

Uploading a cfg will always return the system to the state it was in when the cfg was opened (apart from changes made)


There are some things you can do to minimise this "problem"

1) Makes sure that any changes are made to a fresh config, thus minimising the chance that a user has changed state.

2) check the status of your agents with call center view befor merging the config & make shure the CFG still matches.

3) Avoid making changes during times when the agent states are likly to change (lunch time, break times etc.)