5621 CCC agents phone just automatically log out spontaneously

[qtelcom]

Hello, I've been fighting this issue for awhile and have tried every imaginable thing to fix it which is why I'm posting it here.

IP500 with VMPRO on release 4.2.23 and CCC 5.0.61. All agents are 5621 users.

The agents phones will logout spontaneously and goto nouser several times a day, and in some cases won't stay logged in at all, they simply log out as soon as they are logged in. They simply auto-log themselves out and sometimes back in as a completely different hot-desk user and isn't limited to a few phones but all 12-15 agents exhibit this issue. Sometimes they work fine, but then the problem comes back, and soon all 12-15 phones are doing it. For example, after rebuilding the config, they ran fine for 3 days straight, then started freaking out again. I even offlined my newly rebuild config again, but they still did it, which makes me think it's not a corrupt config.

I have turned off CCC server, rebooted the IP500, rebuilt the entire config from scratch, and made sure all corresponding firmware is correct on phones/processor/etc.. I've replaced the processor, the lan cables and even the switch the phones are plugged into, tried different 5621 phones. I tried switching to LAN2 on the IP500, same issue. btw the phones reside on a separate VLAN, and have monitored the network for packet loss or any errors, which they are none. I've done a CLEAR and RESET command on all 5621 phones.


I have tried making them regular hot desk users (unchecked force log in) and had the same issue. If I deleted the login code, thereby making the phone hardcoded to the extn number, they work fine, but obviously CCC doesn't report on the agents then.

There are no duplicate numbers, names, spaces, weird characters, etc... I've never seen this issue before and have other CCC customers using the same phones and 4.2 release and they have not had this specific issue.

Anyone run into an issue with hot desking/login/logout spontaneously happening? btw, there are no phone managers, IP softphones, etc... I can't really blame CCC, because this happens when the CCC server is shutdown.

I'm going to move them to Release Q1 2011 5.0.26 along with CCC 5.0.71 and see if that helps. I'm not very confident about it, since they ran fine on 4.2 for years until the last few weeks. I thought a new config from scratch would surely fix it, but that isn't the issue either. The distributor had me check the log in settings (which are defaulted anyways when you create a new user.)

I have all huntgroups set "Agents Status on No-Amswer Applies to"= None

Also there is "no login idle period" defined (it's blank) for the Users and the "Status on No-Answer" is set to Logged on (no change).

Btw, they have no other issues other than this spontaneous login/logout issue. Voice calls are clear, no dropped calls, PRI looks great, queuing works correctly, etc...

Any suggestions or ideas what could make these phones do this?

 

[qtelcom]

yep, nobody touched their phone in that trace, and the code they would hit to logout is *36

So what I've done to get this working is hardcode all the agents IP base extn phones to their actual extn numbers and turned off forced login and deleted the login code. At least the phones can't magically log off randomly and spontaneously.

In CCC delta server, I enabled the "All Agents" Checkbox and restarted delta server. Now every single user on the system show up as agents and consume a license. Luckily they have plenty of agent licenses available to cover this.

So the end result is, Agents use their DND button when their shift is over, no more logging in/out (hotdesking is disabled now). CCC still works, although they'll have to adjust the reports if their were tracking logged in/logged out TIA's. CCV and PC wallboards work fine.

The ghost in the machine will have to find another system to play with.

 

[mattKnight]

Have you tried creatinga hotdesk agent user?


Take Care

Matt
I have always wished that my computer would be as easy to use as my telephone.
My wish has come true. I no longer know how to use my telephone.

 

[qtelcom]

Have I tried creating a hotdesk agent user?

I assume you mean, putting in a login code, and not selecting Force login. I'm guessing most people haven't read the entire thread, but yes, I've tried that and much much more. In fact I could shut down the delta server, make the agents regular hot desk users, and they would still log out automatically. Granted I could get the thing to work fine for a day or two, but then it would start happening again. The customer got tired of it working fine for just a day or two, and every combination we tried (read entire thread if your really interested) didn't work. It always eventually went back to agents phones logging out immediately when they tried to login. Removing all login features/capabilities on the IP phones and selecting "all agents" in delta server has been working thus far.

Unsolved, but I think this workaround will suffice.

 

[tlpeter]

If you feel lucky then I would default the ipo and recreate the config.
there is something wrong for sure.


BAZINGA!

I'm not insane, my mother had me tested!

www.lantel.nl

 

[qtelcom]

Agreed, but if you read the post, you'll know I've done that(actually reprogrammed it twice from scratch, no importing/exporting) -including replacing the processor while I was at it. I think it must be network related somehow with IP phones, and the only way to prove it, would be to put in digital phones and see if the problem went away. I should also note the customer did replace two of their switches and the problem still remained. (went from old nortel switches to cisco switches, didn't make a difference) We also ran cable tests to ensure the wiring was within spec, it passed.

 

[amriddle01]

Perhaps the issue is with 5621's they seem to be the only common factor or something in the 46xx settings file which is less likely

http://www.ipoffice.tel

 

[rdoubrava]

This post brought up some bad memories.
5610s magically logging off.

Do you have Vlans setup on this network?
Are you using the Ethernet port on the phones?

Rob

 

[qtelcom]

True, maybe a few of them are going rogue causing havoc with the rest of them. It's tough to narrow it down since all the phones start doing it, and it's not always the same one that starts it. You would think if a 5621 was going bad, they have all kinds of trouble with the phone, like it rebooting, poor voice quality, dropped calls etc.. but none of that happens. This is very likely to remain unsolved.

 

[mattKnight]

>Have I tried creating a hotdesk agent user?

I assume you mean, putting in a login code

No that isn't what I meant.

I meant

IP station 2000
Dummy user 2000 - permanently logged into IP Phone, with restricted rights. This extension doesn't get calls routed to it - it simply exists for the IP phone to match to.

Then build a hot desk user for a real agent - 6201, with all the login codes etc. This agent is used for the calls.

In short, I think you need a IP Phone extension with a matching user, before you can apply an agent profile to the handset.


Take Care

Matt
I have always wished that my computer would be as easy to use as my telephone.
My wish has come true. I no longer know how to use my telephone.

 

[amriddle01]

He did try that Matt

http://www.ipoffice.tel

 

[qtelcom]

yep, tried that Matt.

Yes, VLANs are used. No, they are not using the Ethernet port on the phone.

 

[tlpeter]

What happens when you put in a separate switch without vlans on Lan2?
Do they still log out?


BAZINGA!

I'm not insane, my mother had me tested!

www.lantel.nl