Got customer running basic call center on a CP150 off a MICS. Very basic setup with 2 skillsets and about 5 agents. Everything is working and routing as it should be except for 1 phone. Skillset will not route to this phone no matter what I do.
With no agents logged I sit at this one phone X220 and log in with an agent that IS assigned to skillset 2. I call in and choose the option for skillset 2 and I just sit in the queue. I logged out and tried logging in with every agent assigned to skillset 2 with no change. I log in on a different phone with same user ID's and the skillset routes just fine. The only way I can get the bad phone to work is to call in and while im sitting in queue I log in on the phone and it will route the call to me - otherwise its like the skillset doesnt see this user logged in. The user is NOT unavailable.
I call the AA and dial X220 direct it will ring. I call X220 internally it will ring. The phone is not on DND and is not forwarded anywhere. I have changed phone ports, changed out the phone, changed the DN, hooked the phone directly to the punch block but still cant get it to work.
Since the user ID's work on every other phone in the office I dont believe its a programming problem in the CP. Customer is going to reboot phone system and CP tonight after hours to see if it clears any junk out I just thought I would get a headstart on here. This system has been in and operational for quite sometime now and just started having this issue within the past few days.
Thanks in advance
Damon
With no agents logged I sit at this one phone X220 and log in with an agent that IS assigned to skillset 2. I call in and choose the option for skillset 2 and I just sit in the queue. I logged out and tried logging in with every agent assigned to skillset 2 with no change. I log in on a different phone with same user ID's and the skillset routes just fine. The only way I can get the bad phone to work is to call in and while im sitting in queue I log in on the phone and it will route the call to me - otherwise its like the skillset doesnt see this user logged in. The user is NOT unavailable.
I call the AA and dial X220 direct it will ring. I call X220 internally it will ring. The phone is not on DND and is not forwarded anywhere. I have changed phone ports, changed out the phone, changed the DN, hooked the phone directly to the punch block but still cant get it to work.
Since the user ID's work on every other phone in the office I dont believe its a programming problem in the CP. Customer is going to reboot phone system and CP tonight after hours to see if it clears any junk out I just thought I would get a headstart on here. This system has been in and operational for quite sometime now and just started having this issue within the past few days.
Thanks in advance
Damon
