ACD Agent Login without a headset

[3408phonegod]

On our S8710 system, can someone identify the feature(s) that control the ability of an ACD Agent to log into system with and with out headset enabled. In our call center, we have mostly 4622SW IP phone sets which do not have a handset attached. On these phones an agent cannot log in unless the Headset button on the phone is enabled -- this is normal. We also have several 4621SW phone sets which DO have a handset. On some of our 4621 sets agents can log in without Headset enabled and on some they can't. I can't find any configuration differences between the two scenarios. The problem appears to be with the phone set and not the agent ID.

Any ideas as to what's going on here?

 

[Coxy03]

Make sure that Auto Answer option is set to "none" on the station config, page 2.

If you have auto answer configured on a station and you don't have the headset button enabled the agent is logged out when the station goes on hook.

 

[3408phonegod]

Auto Answer IS set to "none." Could this have to do with any of the bridged appearances assigned to the station.

Goal here is to get the agent logged in without using the headset.

Appreciate the feedback.

 

[Coxy03]

The bridge appearance should not make a difference, can you confirm that the Auto Answer on the Agent ID is also set to “none”

Whenever I have experienced this issue it's been to do with Auto Answer settings.

 

[3408phonegod]

Yes!! That's the answer. Everything makes sense now. Turns out some of our more resourceful 3rd shift agents figured out they could avoid using a headset by plugging the handset into the headset jack on the back of the phone. Never occurred to me to turn the phone over and look at the connections. In our call center, we mandate that agents WILL use headsets for all calls (because HR says it's an OSHA thing), but some complain it messes with their hair too much, or they're too uncomfortable yada yada yada.

Anyway, thanks for the help.

 

[Frith]

BTW, for users who complain about messing their hair, many headsets have an "over the ear" option. That might be worth exploring in the interests of improving compliance.

Doug Frith
Unity Telecom