4621 Phones Ramdomly go off hook on Speakerphone (CM6)

[PhoneGeek58]

We have call center agents whose phones randomly go off hook on Speakerphone when they are not in the office or logged in. Dial tone is heard on the speakerphone, and then reorder tone at the timeout, until someone walks over and hangs it up. Any ideas?

Thanks.

 

[dialtonebone]

Is this predictable enough that you could start a "list trace" on the station to see if if anything interesting is in there?

Do you guys have any 3rd party call control/integration with other systems that could erroneously cause this?

 

[smokinjoe2938]

do the phones have auto answered configured?

acss sme acis sme acss cm 5.2.1 acss cm and cmm acss aura messaging.

 

[PhoneGeek58]

It usually happens in the morning before they arrive in the office. I am working with our vendor who has a MST trace running on the extensions it has occurred on before, but it keeps happening on more random extensions that are not on the trace. We do not use auto answer. The agents use One-X Agent for screen pop and call control. They are not logged in or in the office when it occurs. Also, we are in an all Citrix environment.

 

[dialtonebone]

The MST trace should point you to the answer. Will you share the results?