HiPath Switch/CAP Off Hook Agents

[Tony Tillyer]

I think I raised this one a while back but the root cause was incorrect.

We have recently upgraded to HiPath, from Hicom and have found that, totally randomly, Agents appear to be stuck in either "Off Hook" or "Call Consult", in CCPulse, when in fact they are "Ready" on their Handset.

Genesys and Siemens are still working on this issue and their (interim) advice was to add an Option to StatServer and (when that didn't work) to upgrade the TServer, to version 7 and add some new Options;

StatServer IgnoreOffHookOnPosition
TServer agentcleanlogin
TServer agentdevcheck

Adding these options do not alleviate the issue, so another option has been mentioned:

TServer xfer imer (5000)

I am scepticle about adding another option, without some positive commentary from elsewhere, where it actually fixed the problem(!)

In the meantime, Genesys advises restarting the TServer to clear down any associated calls on the Agents ext/DN/Place and this does work not very practicle to restart a TServer in the middle of the day, though(!)

Has anyone come across this on any similar/other platforms? Did any of the option changes mentioned above help to clear the issue? if not, how do you overcome it?

As usual, any help/pointers/constructive commentary much appreciated.

TIA

Tony

[Fari]

Do you have any update/news on this subject?
Was that on an Inbound or Outbound platform?

We encounter the same issue and should investigate that.

[Tony Tillyer]

Fari,

Our Agents were using a pure telephony method called "Call Pickup" via Switchorientated "Call Pickup Groups". The scenario which caused the errors were as follows:

Genesys routes a call to an Agent.
The Agent's desktop phone rings.
Another Agent uses Call Pickup to transfer the call to their extension, without the first Agent answering the call. At this point, Genesys loses the call data and could place the first Agent in an Off hook position.

We also found that our version of TServer was not sufficient enough to clear down the Off Hook, without actually restarting the TServer service.

To clear the issue, we had to;

Agree with the business that Call Pickup Groups were not necessary for Genesys Agents and remove them.
Upgrade TServer to 7.2.010 or later this meant that, if the Off Hook issue appeared, the Agent simply Logged Off, then PINned Off, then PINned On, then Logged On to clear the error.

I hope this helps?