Call center agent phones not being able to operate

[georgigirl]

I have 3 call center agents in a BCMS package who have been experiencing intermittent re-order tones while trying to login, logout, etc. They are 7407+ phones and are not on the same circuit pack. However, they sit in cubes and recently changed positions except for one. The phones could make calls but none of their call center feature buttons would work not even the manual dialing of call center buttons.

Since the 7407+ runs off of dial tone from the switch, I am not sure that its a power problem in the cube or not.

I was told the agents go to log in and couldn't. Phones would go in and out of operation but only on the call center function.

Could this problem be related to the call classifer board or call center software??? I went to Avaya's tech support and they just had the common swap out the phone, busy out the station,etc. No real answer.

 

[nohuhu]

georgigirl,

1) what software release are you running?
2) try running 'list trace station' command on these extensions and see what's happening when agents are trying to log in.

 

[Definity]

Do you have the available agent ACD licnses(call centre) for the agents to login to ACD. what does the trace show when the problem occurs?

 

[georgigirl]

Thanks everyone for your feedback. I was back in town and able to see the problem occur. What had happened was one of the agents' phone setup was duplicated from another station. Therefore, the autodial numbers for the call center had the extension number of that duplicated station. This was the problem. The third agent, who is a constant complainer,,, my backup feels he really didn't experience a problem as his phone setup looked fine to me.