AUX button not working 1

[sparker001]

We have a call center associate whose AUX button keeps throwing him into some sort of speakerphone mode. I checked the programming of the buttons on his 6416D+, and definitely AUX is programmed on the correct button. Also, the labeling on the phone matches up with the programming, so the phone is not mislabeled. I tried switching out his phone with another one, thinking perhaps the phoneset was damaged, and still the same problem is happening. His setup is identical to other call center associates, in terms of same COR and COS, same FRL. Any ideas what the problem could be??

 

[ckhwi]

Check on the station form (page 6 - soft keys) if there is a button programed "int-aut-an" (internal auto answer). This button sends internal calls to the speaker to be answered. I believe it is a default button programmed on 64xx phone templates.

 

[sparker001]

Unfortunately that did not fix it.

One thing I did notice on this station that is different from the others: when I status the station (sta sta xxxx), the Download Status says "pending". The other agents' stations say "complete" when I status them. Could this be an indicator of what the problem is?

 

[dufus2506]

Are you using aux work codes? Is there a default code in the other stations that isn't set in the aux work button on the station with the odd operation?

Carpe dialem! (Seize the line!)

 

[sparker001]

That may very well be it - for some reason, the RC field to the right of "aux-work" was showing "0". In a few other agents' setup that I checked, that RC field next to "aux-work" was blank. I have asked the agent to test his AUX button as soon as he finishes the ACD call he is on. I will let you know if this worked or not. Thanks!

 

[sparker001]

Dufus2506, that was definitely the problem, so now it is solved. Thank you very much!