Fast Busy

[pakman]

I've got an Call Center employee who cannot log into her phone. When she tries she gets a Fast Busy I've tried deleting the keys and readding them and rebooting her phone no luck. Nothing has changed all other employees can log in just fine. Any suggestions?

Thanks,

[ralph]

In maintenance commands enter "locate Agent <agent id>"
I'm betting that someone else is using that ID.  That will show you where it's logged in at.

Ralph

[pakman]

Thanks Ralph,

I tried what you suggested I get the following:
LOCATE: Agent not logged in.                                                   
                                                                               
Traditional ACDII Agent 6813 is a member of:                                   
     Group ID 6810, Reporting Number 1, Present                                 

[pakman]

I should of mentioned she still get's the fast busy, she was just working fine the other day.

[Mattmayn]

Is another agent already logged into that set?
Does the display say anything?

[pakman]

Something else intresting that the lady didn't mention before is that the screen displays "not allowed"

[ralph]

Does the user use buttons programmed as speed dials for Agent Login/Logout codes?
If yes, check to be sure the phone is still programmed as an acd phone.

Ralph

[pakman]

How do you check to see if the phone is still an ACD Phone?
I cannot find any form that talks about this and when I compare her phone to others in the department all looks the same.
Thanks

[bobcheese]

what type of phone are you using?

[ralph]

Look up the phone in the Multiline set assignment form - not User and Devices.
There's a tick box there to make it an ACD phone.

But, what was the answer to my last question?

Ralph

[pakman]

Yes, the user uses a speed call to login and out I've checked to make sure those didn't change and have deleted the keys and re added them. Her phone is a 5340.

[pakman]

Ralph,

This did the trick, I'm not sure how this became unchecked but she's up and running. Thanks a lot!! I figured it was a permissions things but I've never seen this check box before. I've never had to setup an actual ACD phone before as these were all done before my time. I'll definitely make note thanks again.