Auto Answer not working for remote agents using Avaya IP 9630 phones

[Kregar1]

Recently changed call center agent log-in id's to auto answer for ACD calls. Feature works fine for in house agents. The feature prevents remote agents from logging into their phones. They press log-in, enter their agent id, get the usual stutter tone and then the phone goes back to idle screen without the agent being logged in. When I remove auto answer ACD from the remote agents log-in id's, they are able to log in to the ACD with no issue.
8730 platform, V15, CM 5.0, CMS R14

Thanks in advance on this..

 

[AvayaTier3]

Agents appear to have difficulty logging into split / skill

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: acd, all, none, station (if Expert Agent)
station setting for Auto Answer: acd, all, icom, none

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.

Turning this field on will allow a station or agent to login, get confirmation
tone, and upon hangup of the voice terminal handset, agent will be logged off of
the station it just logged in to. This will work for voice terminals with both a
handset and headset. Just do not hang up the handset until you want to logout.


A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"
Avaya. Too little or no help? Expensive?
For FAST switch support at bargain rates, give bsh a call.

bsh

40 years Bell, AT&T, Lucent, Avaya
Tier 3 for 30 years and counting
[URL unfurl="true"]http://bshtele.com[/url]

 

[montyzummer]

the system needs to detect a headset audio path in an active state , you will get the acceptance beeps but it will not show the skills on the screen if no headset is detected , ensure this is the case.

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

 

[Stinney]

They're using the actual 9630 phone at home? Or is that just the model assigned to their extension and they are using one-x agent or IP agent?

- Stinney

I love learning and passing on knowledge. "Because knowing is half the battle".... GI JOOOOOE!