softphone 2050 agent idle some calls mute

[Radero0000]

Hi!!!

I have this problem:

I am using a softphone 2050pc and the agent is logged on the AACC, it happens sometimes when we have some idle agent
on the skillset that the call is mute for both sides. Otherwise if we are in quees never happens this situation.
I have checked the call by call and there is no difference in the sequence between a good call and the mute one.

This is the print of one of the TN where this happens:

TN 108 0 14 12
DATE
PAGE
DES

DES NA
TN 108 0 14 12 VIRTUAL
TYPE 2050PC
CDEN 8D
CTYP XDLC
CUST 0
NUID
NHTN
CFG_ZONE 00002
CUR_ZONE 00002
MRT
ERL 0
ECL 0
FDN
TGAR 0
LDN NO
NCOS 2
SGRP 0
RNPG 0
SCI 0
SSU
LNRS 16
XLST 0
SCPW
SFLT NO
CAC_MFC 0
CLS TLD FBD WTA LPR MTD FND HTD ADD HFA CRPD
MWD LMPN RMMD AAD IMD XHD IRD NID OLD VCE DRG1
POD SLKD CCSD SWD LNA CNDA
CFTD SFD MRD DDV CNIA CDCA MSID DAPA BFED RCBD
ICDD CDMD MCTD CLBD AUTU
GPUD DPUD DNDA CFXA ARHD CNTD CLTD ASCD
ABDD CFHD FICD NAID BUZZ AGRA MOAA
UDI RCC HBTD AHD IPND DDGA NAMA MIND PRSD NRWD NRCD NROD
DRDD EXR0
USRD ULAD RTDD RBDD RBHD PGND OCBD FLXD FTTC DNDY DNO3 MCBN
FDSD NOVD VOLA VOUA CDMR PRED RECD MCDD T87D SBMD
KEM3 MSNV FRA PKCH MUTA MWTD DVLD CROD ELCD
CPND_LANG ROM
HUNT
PLEV 02
PUID
UPWD
DANI NO
SPID NONE
AST
IAPG 1
AACS YES
ACQ AS: TN
ASID 16
SFNB 2 5 6 7 8 9 10 11 12 13 15 16 17 18 19 21 23 28 29 33 35 36 37 38 39
SFRB 1 2 15 32 33 34 35 36 37 38 39
USFB 1 3 4 5 6 7 9 10 12 13 14 15
CALB 1 3 4 5 6 8 9 10 11 12
FCTB
ITNA NO
DGRP
PRI 01
MLWU_LANG 0
MLNG ITA
DNDR 0
KEY 00 ACD 39003 0 179397
AGN
01 NRD
02 MSB
03 SCR 38460 0 MARP
04 ACNT
05 ADL 16
06 ADL 16
07 ADL 16
08 ADL 16
09 ADL 16
10
11
12
13
14
15
16
17 TRN
18 AO6
19 CFW 16
20 RGA
21 PRK
22 RNP
23
24 PRS
25 CHG
26 CPN
27
28
29
30
31
DATE 10 JAN 2014



This is the skillset:

IF OUT OF SERVICE Dogane THEN DISCONNECT END IF

IF NOT OUT OF SERVICE DOGANE THEN
GIVE music Musica_Poste2
QUEUE TO SKILLSET DOGANE with priority 2

WAIT 30
END IF


ASSIGN Expected Wait Time Dogane to EWT

IF EWT > 600 THEN
give ran 266
wait 2
disconnect
END IF



SECTION WaitLoop

IF NOT QUEUED THEN
IF OUT OF SERVICE Dogane THEN
DISCONNECT
ELSe
IF (CLID=CLID_CEL) THEN
QUEUE TO SKILLSET Dogane with priority 1
Else
QUEUE TO SKILLSET Dogane with priority 6
end if
WAIT 2
end if
END IF
GIVE music Musica_Poste2
wait 30
EXECUTE WaitLoop


I have no idea why i get mute on idle agents. I made test doing myself call to the cdn and get mute after 20-30 calls.

 

[Radero0000]

Just to remember we are on a CS 1000 7.5 aml and AACC 6.3 sp9

 

[Radero0000]

I have made some test with other incoming route and with this new route i didn't have any mute on agent idle.

I am wondering could be a problem with the DSP so tomorrow i am going to reboot the mgc .

Printing the route i have noticed just 2 few differences

the one where i have mute has:

DRNG NO

CDR YES
INC NO
LAST YES
QREC YES
OAL YES
AIA NO
OAN YES
OPA YES
OPD NO
NDP EXC 0
CDRX NO

where i don't get mute is

DRNG NO

DRNG YES
NDRI 00
CDR NO

Maybe are not related to the mute but for more informationes i have this situation.