Avaya Call Center Agent Won't Stay Logged In

[smayomitch]

Good Morning! The agent was working fine now all of a sudden she can't stay logged in. No changes were made to her station or agent id. I checked capacity and it is fine...the only change was made to the headset and not by the Telecom Group. Any ideas?

 

[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.

This is working as designed.
For testing this remotely using list trace command, see this document.


A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

35 years Bell, AT&T, Lucent, Avaya
Tier 3 for 25 years and counting

http://bshtele.com

 

[dufus2506]

If the phone is momentarily unplugged, the station will be logged out.

Check the station wiring. Might be a bit loose.

Carpe dialem! (Seize the line!)

 

[Switchman]

Make sure the headset button on the phone has been pressed.

- Dave