Mitel Forums > Mitel MiVoice Business/MCD/3300

ACD Phones Timing out...

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jbeiting:
We have ACD phones logging out on their own at seemingly random times.  Has anyone seen this or know what to do?  Mitel 3300 ICP with 5220/5224 phones.

John

ralph:
This will happen if the agent doesn't answer the phone on an ACD call and the call is re-queued.
You can test this by calling the Path number and telling the agent not to answer.

Check your agent log out timer in the COS of the Agent.

Ralph

Chakara:
  You can turn off the agent logout/no-answer option - but then I'm not clear what happens to a caller if an agent has wandered away.....

jbeiting:
I apologize for the errant information.  They are TIMING out, not LOGGING out, and it happens sometimes while the agent doesn't have an active call, and it happens sometimes when they are in the middle of a call.  The only way that they can do anything if it times out during a call is to unplug the phone and plug it back in which, obviously, makes them drop the call that they're on.

Chakara:
  I think we'll need a whole lot more info to figure this one out.  Where do the calls come from?  Is QoS all in place and working all the way from the handsets to the trunks (as well as to the handsets ICP)?  What, exactly, are the symptoms when a phone "Times" out?  Only ACD sets are affected - that seems very odd....

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