Question about IP Agent, dropped connections

[bravosfreak]

We use IP Agent rel 5.0 and about half of our call center works from home. We currently use the telecommuter mode (not road-warrior). We have had a problem where the agent loses the connection to the call server but it does not log the agent out of the ACD (still shows them as available). So the next phone call comes in and is routed to that agent, it begins to ring but the agent cannot answer because they have lost call control on IP Agent (buttons are grayed out because no connection to call server). The call just sits there ringing.

We are dealing with this now by busying out the station of that agent and dropping the caller, but clearly, this is not the preferred method. We see this about 2-3 times per day.

Have any of you experienced this issue? Any ideas on how to fix? I thought it could have something to do with the H.323 Link Bounce Recovery but don't want to make any changes without know what the repercussions could be.
Thanks
Joe

 

[98Converter]

Not sure a fix -

But...

Do you have your skills set up to RONA? I would guess once the call is offered to the agent, after a pre-defined amount of rings, it would put that agent in AUX, and route the next... Then it would consider them unavailable until they re-established a connected and auto-in'd?

This might prevent the caller ringing with no answer indefinately?

Thanks,
CJH


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