ACD Calls Auto-Answer not working

[jgera81]

Hi all,
I have a CM 6.0.1 SP 5 with System Platform 6.0.3.3.3
They are using EAS to answer inbound calls, they are getting some calls where even when the agents are set up as auto-answer ACD the calls keep ringing and agents are not able to answer the calls. Calls keep ringing for more than 1 minute and are abandoned.
has anyone seen something like this?
Thanks

 

[AvayaTier3]

they must not be acd calls

Auto Answer feature should be turned on only for agents and stations without a
handset. (i.e. Callmaster voice terminals)

agent setting for Auto Answer: all (if Expert Agent)
station setting for Auto Answer: acd

This turns off ringing and instead user will get ziptone on incoming calls.
This is for headset type phones only to provide zip tone on incoming calls.


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[jgera81]

Actually that was an ACD call, the agent heard half of the VOA annc, im attaching a screenshoot that the supervisor took from CMS report in real time that is showing the skill where the call was queued, see attached

http://postimg.org/image/6srwrl88j/

I checked dsp resources, tone blockage, blockage in the announcement boards and all is fine.

 

[montyzummer]

Two Comments from this document

https://downloads.avaya.com/css/P8/documents/100172903

You can obtain sp11 from the following link

https://support.avaya.com/downloads...ontentId=C20101130183478240_2&productId=P0001

It seems you are in need of cm and system platform upgrade.The below statement is on page 13 , that aside you should always have your kit on the most recent level.

And the below link is the release notes where i found the below statement.

https://downloads.avaya.com/css/P8/documents/100172903

H.323 and DCP endpoints could not be configured to operate
like the CALLMASTER sets that were previously used for
Call Center Elite agents. Active calls were dropped when the
headset, speakerphone, and handset were turned off. With a
new field on page 12 of the system-parameters features
screen, customers can choose to use the CALLMASTER
functionality with EAS Auto-A
nswer agents who log in on
H.323 and DCP phones.
111231



APSS (SME)
ACSS (SME)
ACIS (UC)

 

[jgera81]

This problem is happening only in a few agents not to everyone, I will propose the installation of the patches, and reply the results.
Thanks for your replies

 

[montyzummer]

Are the phones all on the same firmware also??

APSS (SME)
ACSS (SME)
ACIS (UC)