sundance-communications.com/forum Forums TDM Business Telephone Systems Toshiba Telephones & Systems Desktop Phone Can Not Log Into ACD

I recently rebooted out acd server and now I have 6 desk phones that can not log into their phones. The net phones work fine. Any suggestions?

were they already logged in before you rebooted the acd server?
If so then go to the acd service and log them out manually by right clicking on the extn/agent.

Check the Level 2 devices on Netserver and make sure the log-in buttons are specified for the affected stations.

Yes, they are logged in all the time - they just make themselves unavailable when they are not answering calls for the receptionist.

I have tried to right click on the acd service, but that option is not available to me.

On the Services tab of Netserver, there is a LVL2OAI shown in the left pane. Right click on it and show service window. A new box will come up. Click on the Devices tab. Then click on "Sync Table with Switch" button.

I have already done that.

Did you try recycling the power on the CIX cabinet?

No I have not done that yet - we have people on the phones until 9:00 pm at night - so my maintenance window is limited. I will give that a shot and post back here. Thanks for all of your input.

Someone mentioned that I should be able to right click on the agents in the acd service window and log them in or out. I am not finding that - can you elaborate a bit further?

funny thing - i installed the netphone on one of the problem users pc and there is no option to setup an acd button. I then logged that same person into the netphone on my computer which I already had a acd buttong setup and logged in fine with one of the problem extensions, BUT did not light up her desk phone. Make sense?

1. In the netserver under services tab right click on the ACD service, select show service window
2. Then log into the ACD service (you should know the username & password)
3. Show the ACD groups from the drop down box top left and display the ACD group you are trying to change the agent status in.
4. Right click on the agent and select Login and select the primary dn of their handset.

This should give you control of the agents logged status or availability.

I hope that makes sense.

Perfect - thank you - but the only thing is their lights on their deskphones will not light up and appears the buttons not working. I tested with one agent and the incoming calls were routed to that phone even tho no lights appeared on the phone. I am going to reset the entire system over the weekend as phonemeister suggested.

the TKI service has probably been closed or crashed.
Go to the Oaisys or Toshiba folder in Programs and click on TKI this is the program that monitors the handset keys with the ACD

In the Devices Tab, does it show what kind of phones are being used and what buttons are set for the ACD functions? If it is not, this could cause issues with buttons working correctly with the ACD system.

complete system reboot worked. thanks to all.

rebooting the system would have started all the Oaisys services and the TKI will have been the culprit.

I agree - thanks Mate!!! I see you are in Australia - one of my dream vacations... Thanks again for you help.