3905 Phone logging users out 1

[mattb025]

Back ground

We are running SCCS 5.0 with TAPI, SA, Sympweb. The usual call center setup

Phones are 3900 series, most 3905.

Have been having complaints that a user puts themselves in not ready on phone. Walk away come back and they are logged out.

I know that if a user is logged in, a call comes to phone, rings three times it will log them out.

I have seen it where a button sticks on phone. they think they have gone to not ready, and it is pressed twice, and they go back to ready.

The case in question the agent was set in not ready talking to a manager, and then phone logs them out. There is no idle timer that I am aware of in our script as there have been agents that stay logged in all night before.

Any thoughts on this would be greatly appericated.

 

[johnjose]

It seems like the Call Presentation Class issue. I would check CP Class Properties. There is a setup for no answered calls: Return to Queue … then make Phoneset Logout or Not Ready.

jj

 

[mattb025]

The Call Presentation Class is set to put a user logged out after 3 rings. The problem is that the user claims that they were in not ready. If they were in not ready, then they should never recieve a call to there ACD line.

 

[sandyml]

Are the agents using the SA or the phone to go Not Ready? Make sure they aren't using both.

 

[mattb025]

They are only supposed to be using the phone not SA to log go to not ready. I will double check for sure.

 

[mattb025]

Users are only using phone to go to not ready. We have switched physical phones and have not had an issue since.