Not ready agents goes to ready mode while the agents on breake(CC 6.0

[CSkabul]

Hi All,

We rae faceing a strange problem on our Contact center....the agents will make the softphone to not ready and will go for some breake (Smoke, Tea etc) but the softphone will make some time the agents phonr to ready and the calls started flow in we are using force call at our call centre.

Switch type CS1K with 6.0 version
Contacr center with 6.0 ( CCMA,CCMM,CCT,NCR) all latest patched

 

[hached]

What version of softphone are you using?

 

[CSkabul]

2050 old version 2.00.0175

 

[hached]

I would say start buy updating your softphone software. If it was a PBX or CC issue I would imagine that other users (Non 2050) would be experiencing the same issue.

 

[CSkabul]

We do have all the Agents as the softphone only around 180 agents ...
is there any work around?

 

[CSkabul]

We opened a case with nortel they said no issues using the old version software....

 

[hached]

What's Avaya saying then? Why not upgrade the softphone on a few users that are having the problem and sees what happens. Also you may/if possible, give one of these agents a hardphone and see if the problem is present there as well.

 

[JuanCabrillo]

Run a login / logout report to see if they are actully putting their phone in Not Ready before they go on break. You can also setup the Call Presentation to logout or not ready the phone if they forget to and a call is presented to their phone while they are away from the phone.