CM: Agents keep logging off after stayed in seconds in a split when Auto Answer sets acd, station

Doc ID    SOLN293174
Version:    4.0
Status:    Published
Published date:    13 Dec 2017
Created Date:    19 Jul 2016
Author:   
hrwang
 

Details

CM 6.3
IP Phone 9608 6.0140
set agent form auto answer, not working by system keeps log agent off after stayed few seconds.
change agent form to "NONE" under "Auto Answer", agents stayed logged in and have to manually press the line appears buttone when receiving acd calls.
agents keep logffing after after stayed in few seconds.

Problem Clarification


You need to configure a 'release' button on the stations that will use auto-answer, otherwise, may need to change auto-answer to "none".

This is the way the phone must be used if auo-answer is enabled.

Agent comes in picks up the headset and presses the headset key to get dial tone.
They press the login key and their agent id and get the confirmation tone.
They can then press the release key to clear down the call (and leave the headset enabled).
Calls will then auto-answer as they come in.
To clear down a call the agent MUST use the release key. If they press the headset key they will be logged off.

If the agent accidentally presses the headset key (and logs themselves off) then they will have to press it again (get dial tone) and login again

Cause

Agent form settings:

 change agent-loginID 3570                                       Page   1 of   2
                                 AGENT LOGINID

                Login ID: 3570                                   AAS? n
                    Name: 3570                                 AUDIX? n
                      TN: 1                            LWC Reception: spe
                     COR: 16                  LWC Log External Calls? n
           Coverage Path: 2                 AUDIX Name for Messaging:
           Security Code:
                                        LoginID for ISDN/SIP Display? n
                                                            Password:
                                              Password (enter again):
                                                         Auto Answer: station
                                                   MIA Across Skills: system
                                           ACW Agent Considered Idle: system
                                           Aux Work Reason Code Type: system
                                             Logout Reason Code Type: system
                       Maximum time agent in ACW before logout (sec): system
                                            Forced Agent Logout Time:   :

     WARNING:  Agent must log in again before changes take effect

acd all none station

Solution

When using Auto Answer you must have a headset attached and the headset button lit at all times. The auto answer feature cannot automatically lift the handset for you, so the only option with autoanswer is to have a headset on. If the headset is disconnected, or the headset button is pressed to turn the headset off then the system will log the agent out as there is no way of automatically answering the call now!

If you have auto-answer set up, the agents need to keep the headset button on in order to remain logged in. If they turn the the headset button off, they will be logged out of the phone. The other piece to this was to add a release button to the phones. The release button will allow the associate to release a call without logging out of the phone.

Also in addition when using 6.2 firmware or above set HEADSYS=1 in the 46xx settings file. Otherwise the Release key becomes a drop key and the headset light comes off, thus logging out an Auto-Answer agent.

Additional Relevant Phrases

Agent keeps getting logged off after finishing a call. Agent logged out as soon as they log in.

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