ACD agent logs out when the handset goes on hook

[NTOldTimer]

We have Symposium 4.02.06 and the agent is using an I2004 set. When she goes on hook the phone says make busy. If she hits the not ready key she'll be back in the queue. HOML in the PBX ACD queue is "NO". Is handset on hook considered "walk away"? Headsets are attached but sometimes not used.

 

[NTOldTimer]

OK my question label is not correct. These agents are not being logged out the phones are being made "make set busy" and apparently put in the Not Ready state.

 

[x11tech]

You get funny display behavior from the set when you have a handset and put it onhook. Try removing the handset from the hook and operate the phone. If it behaves normally, then either train users to leave the handset off the hook or move them to a phoneset type that does not have a hook.

If a set is MSB (make set busy) then you are no longer logged in. So if you are getting this display and you are still logged in, my first troubleshooting step would be to physically remove the handset from the equation and re-test.