Rachelle

Robert:

I have a 61C on rls 25.3 and we have this issue from time to time. However, our problem is that we have a remote extender at that site. The people in HQ will dial in to that facility to monitor agents and then they log off of their computer but not the phone. They just hang up and this leaves that one agent being observed. They always deny that they were monitoring and that they did nothing but, within a few minutes of the phone call the observed phone is back in opperation. Do you have a rather nondiscript small remote extender at your site that could be the culprit? This device utilizes a modem and a digital supervisors set so, there would be two lines and a power cord going to the box. If any of this sounds familiar please post back.

Rachelle

jack

What do you see when you TRAC the agents set?

Jack

Rparker

Thanks for the responses.

As for the Remote Monitoring. That was my first thought. I have shut that down for the time being to resolve this issue. So I am confident that it is not the culprit.

When TRAC the TN - if the agent is in a waiting state I get the following

.trac 008 0 03 00
TN 008 0 03 00
KEY 0 ACD ACTIVATED
ORIG 008 0 03 00 0 ACD 0 5178 2008
TERM NONE
DIAL DN NONE
MAIN_PM ACD AUX_PM ACD_IDLE_POS_QD
TALKSLOT NONE
EES_DATA:
NONE
QUEU ACD
CALL ID 0 0

When the TN has an agent logged in and on a call I get the following

TN 008 0 03 00
KEY 0 ACD ACTIVE TN 008 0 03 00
ORIG 019 21 DID RMBR 3 44
TERM 008 0 03 00 0 ACD 0 5178 2008
DIAL DN 3025
MAIN_PM ESTD
TALKSLOT ORIG 29 TERM 30
EES_DATA:
NONE
QUEU NONE
CALL ID 291 468


---- ISDN PRA CALL (ORIG) ----
CALL REF # = 173
BEARER CAP = VOICE
HLC =
CALL STATE = 10 ACTIVE
CALLING NO = xxxxxxxxxx (edited)
CALLED NO = 4058

PDCA 1 PAD 0 6 PCML MU MU

KEY 1 NRD IDLE
KEY 2 MSB IDLE
KEY 3 ACNT ACTIVATED

KEY 4 SCR MARP IDLE
KEY 5 TRN IDLE
KEY 6 AO6 IDLE
KEY 7 NUL IDLE

Here is another TRAC when agent was on a different call.

TN 008 0 03 00
KEY 0 ACD ACTIVE TN 008 0 03 00
ORIG 024 19 DID RMBR 3 65
TERM 008 0 03 00 0 ACD 0 5178 2008
DIAL DN 3025
MAIN_PM ESTD
TALKSLOT ORIG 28 TERM 24
EES_DATA:
NONE
QUEU NONE
CALL ID 291 545


---- ISDN PRA CALL (ORIG) ----
CALL REF # = 592
BEARER CAP = VOICE
HLC =
CALL STATE = 10 ACTIVE
CALLING NO = xxxxxxxxxx (edited)
CALLED NO = 4047

PDCA 1 PAD 0 6 PCML MU MU

KEY 1 NRD IDLE
KEY 2 MSB IDLE
KEY 3 ACNT ACTIVATED

KEY 4 SCR MARP IDLE
KEY 5 TRN IDLE
KEY 6 AO6 IDLE
KEY 7 NUL IDLE


Again - Thanks in advance for your help on this.

Robert
[/b]

jack

Hmmm.....

Any chance you have (or can get next time this happens) one of these when the problem occurs?

Real shot in the dark but, have you tried running traffic to see if your Conf./TDS packs are having FTM's?

Jack

mrmike

Im thinking acd corruption, but you may want to make sure the IVR propmt is set to no in that q.

Has anyone moved acd sets, changed supervisors without disabling them, etc.......... If so, outing the affected programming, edd, with a sysload is the only way to effectively remove the corruption.

Rparker

As for outing the phone - that is the only way I can correct this. I have not done it to the phone in question yet - as I am trying to resolve the entire issue.

I failed to mention our entire set-up

We ICM to route the traffic to the enterprise - (several call centers throughout the country) to the sites per agent availabilty. ICM does monitor the PID of the agent. However it does not take hold of the observe function.

As for moving the agents phone - This does not take place - I have a TN, PID, DN assigned to a cubicle - permenant. Agent will however move every 3 months (gotta love management!!) but I do not change anything on the phone. They simply Log into the phone.

As I stated before - Nortel is aware of a problem - one of the patches addressed this issue. However they are stating that we need to go to 25.40 ... as this is a known issue with 25.30..... Go figure?

Chas2002

I had a similar issue and it turned out to be a bad Conf/TDS card..

Initial problem - Observe not working at all times, tried to catch it in the act, but of course when the "Telephone person" showed up, all worked without an issue. Thought I might have ACD corruption or needed a patch - but couldn't find a difinitive problem or duplicate the error...

Then I started getting the initial problem plus "pointer" threshold violations in the history file..Still wasn't sure of the exact problem or even what I should suspect is failing..

Then I started getting the initial problem, the second problem plus loss of Broadcast Music on a number of IPE's - finally tracked it to a bad Conf/TDS..That was in July '03 and I haven't had a trouble since...

So my question to you is:
Are you seeing any related issues to the non-ability to observe?