Skillset error after on the second caller

[bigg3rdude24]

I have setup a 1 skillset contact center. it has its own DID and is answered by the skillset. everything is working fine on the first caller after i have enable the skillset and logged in the agents. problems is when there is a second caller, he/she hears that the phone is ringing but actually the agent's phones are not ringing.

i have browsed for patches but i cannot find anything specific related to this issue.

anyone have experienced this before?

 

[gberger]

What type of bcm, bcm50 or 400? What version? What is the prime set of the target line? Is that target line assigned somewhere else?

 

[SupportDude]

You need to provide detailed info when posting a question.

-SD-

http://www.mysupportguy.net

 

[bigg3rdude24]

its a BCM 400 4.0. im not exactly sure of the prime set since im not on site. the target line is used by that specific skillset only.

 

[cook1082]

And if one call is answered the prime should be the CDN.

 

[SupportDude]

I found this one ....

BCM.R400.110-VOICEMAIL
11. Contact Center: Agents not being presented calls.
Synopsis: An obscure race condition existed where Contact Center agents are available yet calls are not being triaged to them. This has been fixed in this version of Contact Center.

Where are you patch wise?

-SD-

http://www.mysupportguy.net

 

[bigg3rdude24]

we were testing one call at a time. when the first call is finished with no problems, we will call again. this is the time when the caller hears the other end ringing but the agent's phone are not ringing

here are the patches i applied the last time i went on site. hopefully that voicemail patch resolves this issue.

BCM.R400.SU.System.012-200806-1.0-1.0
BCM.R400.SU.Desktop.007-200803-1.0-1.0
BCM.R400.196-IPTEL-1.8-1.0
BCM.R400.194-CORE-3.5-1.0

 

[SupportDude]

That VM patch is already in the Smart Update 012.

You have most of the required current patches installed.
I suggest installed the current VM patch too.
BCM.R400.199-VOICEMAIL

If that doesn't fix it, you may need to use BCM Monitor to view the call flow and troubleshoot from there.

-SD-

http://www.mysupportguy.net

 

[bigg3rdude24]

actually the BCM.R400.SU.System.012-200806-1.0-1.0 patch is already installed but the problem still exists. im going the client to apply also the voicemail, core and the cti patch

 

[bluemr2]

Is the original agents break time over when you make the second call?

 

[bigg3rdude24]

i have set the breaktime to 0. its just a 5 agent call center and setting a higher breaktime means further fewer agents.

 

[SupportDude]

Have you used BCM monitor to view the call flow?
You might get a clue there as to what happens with that 2nd call.

-SD-

http://www.mysupportguy.net

 

[guitartech]

We had the same problem at a site and couldn't fix it either with BCM 400 4.0. Really annoying! I think we ended up wiping the drive and had an image of a BCM with the newest patches on it. Had to reprogram though.

If it comes down to it still not working, when you have a new BCM for install image the drive before you start it up. Reimage the drive on the problem BCM. You can probably do a backup and restore it to the new image.

We had to because the call centre was using a hunt group for a while.

 

[bigg3rdude24]

still no luck after applying all the patches. this is what i have observed in the bcm monitor during there is an incoming call

on the first caller
CP is set to two rings. during those two rings in the bcm monitor user is 2165-SDesk. 2165 being the number of the Pub Rcvd # of the target line and the SDesk is the name of he target line.

when the actual call is being presented (after the 2 rings) still user is 2165-SDesk. call is being routed here without problems. when the MOH starts to play user in bcm monitor is now 2020-2020 which is the CDN. all is fine until the last routing step

on the second caller, during the 2 rings, still the 2165-SDesk. but after that on the actual call, user is now 2020-2020, which is different from the first time which is 2165-SDesk. this is where the agents' phone are not ringing but the caller hears the rings. after a while the MOH will still play until to the end of the routing steps. but no ring on the agents phones.

another thing, if the caller hangs up when an agents phone is ringing, the agents phone will still continue to ring but if he lifts the phone, he will just hear a busy tone. if there is a second call, the last agents phone will ring.

im running out on options here. need help badly

 

[gberger]

Have you tried calling the backdoor(if you have one) and dialing 2020(your skillset dn)and see if your experiencing the same problem on the second call?

 

[SupportDude]

What are your routing steps?

What do you have configured in "Overflow"?

How many channels have you allocated to VM/CC?

Are you running IP sets?
If so, what is the DS30 split?

-SD-

http://www.mysupportguy.net

 

[bigg3rdude24]

what do you mean by backdoor?
the DID goes straight to the highest priority agent. agent 1 has priority 1 then the 4 remaining agents have priority 2. initially CC channel was just 1. i changed it to 4 then rebooted then same problem. all are using just T71000 digital phones. overflow is the skillset mailbox

 

[Deweyhumbolt]

This may sound silly after all these posts, but does this problem exist with ALL agents having the same Priority?

Adversity is Opportunity

 

[gecko202002]

Is your first step in the routing table a forced announcement? I have found with Nortel's call center product that if the first step is not a forced announcement, then calls get lost.

 

[gberger]

By "backdoor" i mean a direct number answered with auto-attendant and not the skillset itself. You would call the backdoor and dial the skillset dn and see if the same issue is happening on the second call.