Phones going onto not ready - Avaya CS1000 rls 7.6

[RyanAvayaBlue]

Hi Guys,

Our inbound call centres are complaining of phones automatically going not ready while agents are idle and waiting for calls to present.

I have logged a call with our vendor advised that we make the following change:

"Step one will be to increase the buffer size of the aml/Elan links on the CS1000,

In ld 17
REQ: chg
Type PARM
.
.
CSQI 4095 (current value is 2000)
CSQO 4095 (current value is 2000)


Ld 43 edd
Reboot the Cs1000


PROBLEM CLARIFICATION
In case of high traffic, system gets slower;call transfer and outgoing calls cannot be done at first attempt.
In addition to these symptoms, some agents are automatically logged out.
SOLUTION
On the system side, Application Module Link (AML) messages are queued in the call registers for Command Status Link (CSL) input queue (CSQI) buffers/Call registers for CSL output queue (CSQO) buffers, which are shared with the CSL.
In case of high traffic on CSL link, the CSQI and CSQO buffer sizes should be increased.
The maximum size of buffers allowed for CSQI and CSQO are 25% of Number of Call Registers (NCR) or 4095, whichever is less.
Thus, set the CSQI and CSQO parameters to 4095, then initialize Call Server in case of NRD state problems at high traffic on CSL link."


CONTINUING WHERE I LEFT OFF....
We made the change as instructed but agents are still complaining that it occurs. I have heard that it can be lack of dSP resources as well. I have also been asked to "Check the network" but they cannot tell me what part of the network to check?

ADDITIONAL INFO:

-running AACC 6.3
-checked call presentation class and increased the "return to queue after n seconds and put phone on not ready" time from 15 seconds to 60 just incase

Please can someone share their knowledge of this error.

Thanks
Ryan(ZA)

 

[Tman45]

Yes we have had this same issue in a non-blocking environment due to DSP issues (showing Idle but actually not working) - they would go into locked state after the calls would hit the Idle channels. Had to reset each DSP channel to get it working as expected. I would say this is a system/software flaw.

We have had this happen even since 5.5 software we are now on 7.5. I can't say we have had it lately though but our call volume is about half what it used to be.

I think upgrading firmware on the MGCs has mostly fixed the issue.

 

[kstaff22]

after upgrading the CS1000 switch from 7.5 - 7.6 contact center agents are getting stuck in a busy state, even after they hang from a call. AVAYA ER investigated the issue and outed patch MPLR32814 to resolve.

check and see if that patch is in your deplist Product Correction Notice # 1937S