OpenScape Contact Center Enterprise V8 - Agents rolling to Unavailable

[cpumedic1997]

Have OSCCE V8 have a few users that are constantly rolling to unavailable. Checked ringers - phones are ringing with users logged in. Am missing something. Any assistance would be greatly appreciated. Have checked forums for any similar issues.

 

[sbcsu]

I suggest you could delete them and re-add them in the HiPath, ACD Administrator and OSCC
Failing that gather traces from everything and submit a ticket to Unify/Siemens

 

[donb01]

Interesting. I have ONE similar complaint, but mine's a tad different. In mine the agent states that when she completes a call and hangs up her phone just logs off. Of course I have been out of the office for 3 weeks and this user did not really give me enough information to work on. I will want to be in manager viewing my "logged in users" report and watch what happens to her phone as she progresses through the call. I should be able to see her state change in real-time if something like that is happening, and if I see it that will give me a time stamp to check in the log file for any error reports.

In manager (for OSCC), if you have the permissions in your login, you can choose View at the top, then choose logs, and then Error log report. SOMETIMES it will give you a clue in that report of something going on; other times you will actually have to go one the server and look in the log files.

I did ask the Black Box support person who backs me up on this about MY problem, and she stated she could find nothing wrong in my coding or settings, and if this is an isolated incident I should replace the phone and see if that takes care of it. I have been out of the office for a while and have not tried that yet.


Don Bruechert, Voice Comm Analyst II
CareTech Solutions @ Holy Family Memorial
Manitowoc, WI, USA

 

[LoPath]

I have a similar problem that's been bugging me for months. Using the system monitor application, I can see that some extensions go out of service and back in service within a few seconds. This causes the user to go unavailable. Calls are not getting dropped. Phones are OpenStage 40 HFA on the latest V3R0.28.0. Unify can't seem to figure it out. Now they want us to get on the latest release of the PBX (HiPath 4000 from V6 R2.14.15 to R2.17.0), hoping this will fix the problem. Can't afford to take the whole system down for over an hour, as we're a 24x7 operation.

On a side note, even with this latest firmware on the phones, I still have some phones that randomly reboot and drop calls.

If anyone has any insight, I'd love to hear it! Otherwise, you're not alone!

 

[donb01]

I'm on V7 R1.8.0 (but I think patched to .3) and still have that one user complaining. There may be more that aren't talking. I know there have been some issues with resets in earlier firmware - I'm anal about reading the release notes.

Black box recommended if I can't figure out anything else to replace the phone - they have a person who is top of her game on ProCenter and she doesn't know. I don't see the phone in the "logged in users" report changing status, but I would think if the phone did a restart that WOULD log her off, but a restart is 3 minutes and she is not complaining about that.

In my situation there are 3 "I don't know" items I haven't had time to examine, based on user interpretation:

Is it actually logging her off?

or is it just making her Unavailable?

or is she being confused by the 15 second "work" timer (I do not waste a button on the OS40 for the "work" button) - even though it's just as easy to hold off the menu than to press a button, they will freak out if they don't have one.... I wouldn't think the work timer would change the status of any other LED though??



Don Bruechert, Voice Comm Analyst II
CareTech Solutions @ Holy Family Memorial
Manitowoc, WI, USA