Agents being logged out when not at the their desk

[KillianK]

Hi All,

I have very strange issue? Agents are complaining that when they are away from there phone, when the leave the desk the phone is logged in, when the come back the phone is logged out, say after 10mins.

Can this happen without agents pressing make set busy twice and logging out? The phone system is an Option 81C, Release 25.40, we are working off remote office 9150 Ver 1_04_02, would this be a fault with them or the 3905 Ver 8.7phones? This is for an outbound team and they need to be logged into the phone for talk time to show in Symposium reports or do you know of a way of calculating talk time that when the agent in not logged in?

Thanks for all your help so far!

 

[unkalary]

There is a prompt (dont remember which one) that forces log out of an agent if a call is presented to the phone and you dont answer the phone. It is designed to log out an agent when a call is presented and not answered. It is a good feature as I would not want to listen to ringback for ten minutes while the ----- goes on break. They should go into NOT READY state while away from the desk and back to ready when back at their desk.

 

[damookster]

The prompt is RTQO,it can be set to either notready,NRD
or make set busy MSB