96xx IP phones. how to disable the hook switch via the 46xxsettings file
The enhancement listed in the release note references disabling the hook switch on
the handset. That is what they are trying to accomplish.
The agents are taping the handsets to their phones to avoid the handset going off-hook.
Extract from OLD Release Notes:
"This set up tells me there was intended to use the callcenter agent in auto-answer
mode. Auto-answer mode requires that phone always remains in off-hook status. Once
phone goes on-hook, agent is kicked out from skill. This is working as designed
since day one."
The release notes state ""Administrator can disable the hook switch via the settings file to prevent agents accidentally going off hook and then on hook with the handset."96xx IP phones. hook switch setting in 46xxsettings file.
In all readme files starting with the release of H.323 firmware 6.2, a new feature is documented stating that an administrator can now disable the hook switch in a call center environment to prevent the agent from getting logged out when the handset is removed.
However, there is nothing that we can find in any documentation or in the latest 46xxsettings.txt file that tells us how to disable the hook switch.
CALLCNTRSTAT and HEADSYS parameters with customer, at 3 sites and they had no affect on the problem we are having.
Regardless of the settings on those parameters, taking the handset off-hook and then back on-hook logs the agent out.
The enhancement listed in the release note references disabling the hook switch on the handset. That is what we are trying to accomplish.
The agents are taping the handsets to their phones to avoid the handset going off-hook.
Auto-answer mode requires that phone always remains in off-hook status. Once phone goes on-hook, agent is kicked out from skill. This is working as designed since day one.
So this is the reason cust wants to prevent agents going on-hook.
