Once a CC6 Agent voluntarily goes into “not ready”, they can’t come ou

[RodsterH]

Once a CC6 Agent voluntarily goes into “not ready”, they can’t come out of “not Ready” The only way I have found to get the Agent phone out of the “not ready” state is to out the phone and out the CC6 skill set it belonged to. Then, build a new skill set (with the same attributes as the original skill set), rebuild the phone and place the phone in the new skill set. The Nortel contact center is CC6 and the Nortel PBX (call server) is a CS1000MMG (formally known as an Option 81C). This issue just started happening after we upgraded the 81 to release 5.0. I would appreciate any assistance anyone out there may have.

 

[Milesprower]

Did you post in the Meridian forum as well? This is most likely a switch issue. You can verify by building a basic ACD phone and testing whether an agent can go Ready/Not Ready (take the CC6 out of the equation).

 

[pronei]

When that happens here, just disl the tn and then enlu the tn. Not Ready functionality will be restored.

 

[pronei]

Correction, DISU not disl

 

[RodsterH]

I have not posted in the Meridian forum but I will (good point) I failed to mention this issue is (of course) intermittent. This being the case, I’m not sure if testing with a basic ACD phone would be a valid test, I see why you suggested it though. I will try disabling and re-enabling the unit (TN). That would at least be a quicker and easier fix for when this happens. Thanks to you both, I appreciate the info.

 

[RodsterH]

Update to the issue. I now understand that it appears outing and rebuilding the CC6 skill set is what fixes the issue as opposed to outing and rebuilding the phone TN in the switch.

 

[Pir8Radio]

We had this issue a long time ago, it may not be the same issue. Ours was happening on certain phones only and every once in a while. I ended up replacing the physical phone. Found later that i needed to update the firmware on these bad phones and the problem went away. We use nortel M3905 phones.