Phone maneger - agent

[Smovk]

We have two major isues with IPO PhoneManager.

1.
We have problems with calls in PhoneManager. Agents are using PhoneManager in agent mode. When call comes agent is able to answer it. When call is complete, call is disconnected, but on PM this call is put on hold (see attached files).
If agent wants to retrive this call nothing happens. Agent is able to recive next call. This call stays on PM till application is shutdown and then started again.
This isue is happening randomly on all agents (most of the time PM is working fine). Agents are using PM 4.1 (all possible version) and 4.2 (all possible version). We are using IPO 406v2 with FW 4.2.11 (upgraded from 4.1 something).

2.
Agent is available for receive calls. Call comes in queue, agent can see it in queue (in PhoneManager) but call is not connected to agent. When agent activate busy wrap up and then deactivate this call is connected to agent.
IPO is set to leave agent in available mode if agent does not answer call.

Any idea where the problem is?

 

[Bas1234]

What typ of Phone are u using Digital/Analog/IP 54xx/56xx/46xx?

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[Smovk]

They use digital phones 5410. When call comes to phone, it works normal and call is also cleared from phone, call is stuck only on PM.

 

[Maxwell1001]

what version of system & pm are you using?
Have you used the firewall unblocker on all the agents computers in question?

 

[Smovk]

On firewall unblocker for PM is in use on all agents.

IPO 406v2 FW 4.2.11
PM 4.2.19

This was happening also on relese 4.1 (IPO system and PM).

 

[Smovk]

any ideas would be OK ?

 

[IPOfficeIreland]

I have read this as a bug in a couple of versions, but you have upgraded PM. Did you try uninstalling PM completely including the My Documents/Avaya folder and then reinstalling or at least deleting the profile in this folder and reopen PM.

 

[Smovk]

Agents PC is in domain, so therir profile is loded from server. I uninstaled PM and made new instalation of PM (i did not delete any avaya folders), but it did nor resolve this problem.

 

[tlpeter]

Do they have there own dedicated My Documents ?
Also backup there profile and delete it

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