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thread937-1695965
13 months after starting the original thread above, we finally have an answer! This one was a difficult one to troubleshoot because sometimes we'd go weeks without seeing this issue, but other times we'd see it three weeks in a row.
It all boils down to the login button, button F1032. Back on our old NEC 2400, agents used to use the login button to log into ACD queues. When the 8300's were installed, we put this button on everyone's phone thinking they would need it. While they could in fact use it if they wanted, agents prefer to log in with the click of a mouse via their UCB (Zeacom) software.
Rather than retype everything, here is an email to our support vendor that explains this in more detail:
"You are right, the login button does appear to be the culprit. I was leery at first because I knew that when you hit the login button on your phone, the button lights up red. When we have been troubleshooting this problem in the past, we have been logging the broken phone in over at our own desks and the login button has never been lit. But here’s what I just did:
1) Walked downstairs to a user who was logged into a queue. This user 100% logs in via the Desktop software. Once she logs in, her unlabeled login button on her phone lights green.
2) Pressed the login button on the phone. It went from green to red and asked for a user ID.
3) Pressed a bunch of buttons, but never #
4) Reset the phone via the soft key
5) Here is the kicker. When the phone came back online, the login button was no longer red. But, as we now know, it was still stuck in the state of waiting for a user id.
6) Tried to dial a few extensions, but could not break dial tone.
7) Pressed #. I then received the message stating “invalid login id” and could resume using the phone.
I do have one question though. When a user logs in via desktop, the login light on their phone becomes green. But if they then press this button, it asks for a user ID. Why is it asking for a user ID if the user is already logged in? Shouldn’t it just log them out?
Does NEC take feature requests? After going through over a year of troubleshooting, this all could have been avoided by:
a) Implementing some sort of timeout when waiting for a user ID on the phone. If there is no input after 30 seconds, cancel the login request.
b) When resetting the phone, it should reset the state of the phone so that it is no longer waiting for a login ID."
Glad to finally put this one to rest.
13 months after starting the original thread above, we finally have an answer! This one was a difficult one to troubleshoot because sometimes we'd go weeks without seeing this issue, but other times we'd see it three weeks in a row.
It all boils down to the login button, button F1032. Back on our old NEC 2400, agents used to use the login button to log into ACD queues. When the 8300's were installed, we put this button on everyone's phone thinking they would need it. While they could in fact use it if they wanted, agents prefer to log in with the click of a mouse via their UCB (Zeacom) software.
Rather than retype everything, here is an email to our support vendor that explains this in more detail:
"You are right, the login button does appear to be the culprit. I was leery at first because I knew that when you hit the login button on your phone, the button lights up red. When we have been troubleshooting this problem in the past, we have been logging the broken phone in over at our own desks and the login button has never been lit. But here’s what I just did:
1) Walked downstairs to a user who was logged into a queue. This user 100% logs in via the Desktop software. Once she logs in, her unlabeled login button on her phone lights green.
2) Pressed the login button on the phone. It went from green to red and asked for a user ID.
3) Pressed a bunch of buttons, but never #
4) Reset the phone via the soft key
5) Here is the kicker. When the phone came back online, the login button was no longer red. But, as we now know, it was still stuck in the state of waiting for a user id.
6) Tried to dial a few extensions, but could not break dial tone.
7) Pressed #. I then received the message stating “invalid login id” and could resume using the phone.
I do have one question though. When a user logs in via desktop, the login light on their phone becomes green. But if they then press this button, it asks for a user ID. Why is it asking for a user ID if the user is already logged in? Shouldn’t it just log them out?
Does NEC take feature requests? After going through over a year of troubleshooting, this all could have been avoided by:
a) Implementing some sort of timeout when waiting for a user ID on the phone. If there is no input after 30 seconds, cancel the login request.
b) When resetting the phone, it should reset the state of the phone so that it is no longer waiting for a login ID."
Glad to finally put this one to rest.