We recently installed an IP Office 8.1 with a Full PRI, Advanced Edition and VM Pro. A number of odd issues happening that we just can't explain or fix.
1) Agents are being logged out at random. We had to make the groups non-ccr groups so they wouldn't get logged out.
2) Calls dropping. We setup monitor and viewed calls and looked for cause codes. I saw IPO cause codes, 124 “Answered by Other” (Internal IPO Code) and 16 “normal call clearing” (ISDN Code). What I observed was, if I call the main number, AA answers and you have your options. Press 6 for Customer Service (CSR) or 2 for Dispatch. When the calls were being dropped, you could press 6 (or 2) and be transferred to the agent Hunt Group. If an agent was available, the call would ring once then drop. If no agents were available, the call would remain in the queue. Problem is, agents would get logged out, calls would stay in the queue and the agents could not log in to answer them. This is bad behavior if I ever saw it in a system.
3) The random call-back was another problem which lends to the agents being busy as these calls would interfere with answering customer calls. I programmed auto-callback on all the agent phones and found it was enabled on x126. There is no short code to dial to turn on auto-callback, though if you ring another user, “callback” is presented on a softkey to the person making the call. I did not witness them touching the callback button. I have observed that call-back was occurring like normal, If callback was set to any user called (from x126). After turning off auto-callback, later I could see the callback still happening and that call-back on x126 again was on. There could have been any number of users set to call-back x 126 and would until cleared out.
We upgraded to 8.1.56 and uninstalled and reinstalled the CCR. Agents are still being logged out and calls are still being dropped.
1) Agents are being logged out at random. We had to make the groups non-ccr groups so they wouldn't get logged out.
2) Calls dropping. We setup monitor and viewed calls and looked for cause codes. I saw IPO cause codes, 124 “Answered by Other” (Internal IPO Code) and 16 “normal call clearing” (ISDN Code). What I observed was, if I call the main number, AA answers and you have your options. Press 6 for Customer Service (CSR) or 2 for Dispatch. When the calls were being dropped, you could press 6 (or 2) and be transferred to the agent Hunt Group. If an agent was available, the call would ring once then drop. If no agents were available, the call would remain in the queue. Problem is, agents would get logged out, calls would stay in the queue and the agents could not log in to answer them. This is bad behavior if I ever saw it in a system.
3) The random call-back was another problem which lends to the agents being busy as these calls would interfere with answering customer calls. I programmed auto-callback on all the agent phones and found it was enabled on x126. There is no short code to dial to turn on auto-callback, though if you ring another user, “callback” is presented on a softkey to the person making the call. I did not witness them touching the callback button. I have observed that call-back was occurring like normal, If callback was set to any user called (from x126). After turning off auto-callback, later I could see the callback still happening and that call-back on x126 again was on. There could have been any number of users set to call-back x 126 and would until cleared out.
We upgraded to 8.1.56 and uninstalled and reinstalled the CCR. Agents are still being logged out and calls are still being dropped.