acd auto-answer 3

[mgj]

I recently changed a call center station to auto answer "ACD", but now when an agent hangs up at the end of the call they get completely logged out. Anybody know what is causing this to happen?

 

[marcell55]

Auto Answer needs a "Headset" button to be on the phone and it must be lit at all times that the agent is logged in. Otherwise, it will automatically log the agent out.

 

[mgj]

I'll try it out. Thank you so much in advance!!

 

[mgj]

Marcell, I tried this and I getting a message saying that the headset button is not an option for this station type or module. Any thoughts?

 

[mikewasser]

Try having them use the release button instead of hanging up the phone. Remember the station and agent form must match in the auto answer field.

 

[SF0751]

What station type are you using?

Susan
_{You have all the characteristics of a popular politician: a horrible voice, bad breeding, and a vulgar manner.}
^{Aristophanes, 424 B.C.
Lex clavatoris designati rescindenda est.}

 

[marcell55]

Are they using a headset? They'll probably have to leave their phone off-hook and use the "release" button to hang up calls.

 

[mgj]

Mike, the forms do match and the drops button gives them dial tone, auto button flashes and then they get a fast busy and have to hang up and get logged out.

 

[marcell55]

Don't use the drop button, use the "release" button.

As a note, the agent id form and the station form don't actually have to be the same.

In the agent ID form, you have the following options for auto answer:
none: No auto answer. This will override any "auto answer" option you have on the station when the agent is logged in.

station: The will follow whatever entry you have in the station's auto-answer field.

acd: This will activate auto-answer. It will override any "auto answer" option that is on the station form.

 

[mgj]

Do you mean the type of phone? If so, it is a Lucent 8410D. If not, how do I find out the station type?

 

[lopes1211]

You can't use auto-answer ACD on an 8400 series phone. Only callmasters and 6400's with a headset button programmed and lit.

-CL

 

[mgj]

Thank you everyone for all your help! The release button did the trick, once I added one.

 

[no25]

Does auto-answer work on IP hardphones (4612)? I can't hear any zip tones. My phones are connected to an S8300, if that ever matters.

 

[no25]

Bump