KB327: Issue with handset phones not displaying states in real...

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KB327: Issue with handset phones not displaying states in real time accurately



PROBLEM
 
When a calling party calls to the path if the agent who answers is using a handset the real time is not displaying the correct state after the calling party hangs up. If the calling party hangs up the real time state will go into work timer.  On the handset you will hear a dial tone and in real time the work timer is displaying. Once the agent hangs up the handset, the display on the phone will state work timer and the CCC will display idle. 

CAUSE

The cause of the problem is that we are getting an IDLE record before we are getting the RemoveWorker record.
 
RESOLUTION
 
The fix will be based on a registry key. When enabled, we shall ignore the IDLE record if the agent is in a work-timer state. Only a remove work timer (or a work-timer state timeout) would bring the agent back to IDLE.Install hotfix KB327 only if you are running 5.2 SP1. Install the hotfix on the server.

HOW TO APPLY THE HOTFIX

This hotfix must be installed on your Enterprise Server and you must be running version 5.2 SP1
Download the hotfix to your server from here: KB327
Double click the .exe file and follow instructions

Create the registry value IgnoreIdleRecordIfWorkTimeEventInEffect = 1 under the Common key of the prairieFyre software registry hive (HKLM\Software\PrairieFyre Software Inc\CCM\Common).



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Details
Last Modified:Sunday, January 23, 2011
Last Modified By: kmiddlemiss
Type: HOTFIX
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