Very strange Skillset problem

[nnctechdotcom]

I just built a new skillset on a BCM 3.6. The customer has other skillsets that are working fine. The problem with this new skillset is that once an agent logs in, they are unable to dial out. They press their intercom key/pick up their handset, get the internal dial tone(because Prime Line is set to I/C) and when attempting to dial digits (Either internally OR externally), the dial tone remains throughout the entire process of inputting digits, and just won't dial out. This ONLY occurs when these agents (A total of 3) are logged in. Not all 3 simultaneously, but any of the 3. Once they log out, they can dial internally and externally without any problems. The customer rebooted the BCM and it actually worked normally for a day or so, but the problem returned and has remained. The BCM was patched up to date a few years ago, but being a 3.6, not sure if any additional patches have come out since. Again- All other skillsets are working fine. All other functions of this newly-built skillset are working fine (inbound/routing/etc)......just cannot dial out ONLY AFTER logging into that skillset. Not a keycode issue either.
Hope someone can help me out on this.

 

[dj4020]

The BCM 3.6 patches are still on the Nortel website but they date back to 2007, only two are in 2008. So depending what a few years mean you could always check on latest peps. But since your other skillsets are woking I would suspect a configuration/licensing issue issue on the BCM.

 

[cook1082]

Plus there is no support from Nortel for the 3.6 only for upgrades.

 

[bobertb]

FIXED!
Original description of this problem came from conversations with the customer over the phone.

A subsequent site visit showed that all Skillsets actually had the problem...they just didn't know it.

The Agents were trying to dial out BEFORE they actually completed the login/out process...meaning that the display still had active softkeys on it like "IN" and "ADMIM".

It is very interesting to note that in the above situation, when you press an I/C key you get dial tone...but the keypad is disabled! In this case as soon you as hit the "Goodbye" key (Cycling the handset has no effect), all the softkeys go away...Time & Date show on the display and you subsequently can press an I/C again and make calls as usual.

Bottom line is: If you have active softkeys on your display waiting for action...the keypad id disabled.

Basically a combination of the quirky BCM Call Center s/w and user training issue.