Call Center Elite Auto Answer

[gordopa1]

We are on CM 8.1.0.890 and our call center has requested to start a pilot program for agents to use auto answer. I have tested with h.323 J169 and one-X Agent. Our normal setup is auto answer on the station set to none and agent set to station. With no changes to the agent or station auto answer settings, I can change one-X Agent to 'Auto Accept' and calls are automatically answered. If I change agent or station to auto answer ACD, the agent can no longer log in to the hard or soft phone. The login FAC and agent ID are accepted, the phone briefly says logged in, but then just goes back to logged out on the top banner. We use auto-in keys for the agents to utilize Timed ACW.

How do I either turn on 'Auto Accept' type functionality on the J169 or how do I resolve the issue of agents not being able to log in when auto answer is set to anything other than none?

 

[lopes1211]

You need a headset button programmed and active to enable that feature on an agent. If not, the PBX will not let them auto-in since they have no way to auto accept the call.

-CL

 

[lopes1211]

Sorry, you said J179 which has a hardcoded headset button. They need to make sure that button is active and they cannot touch it anymore (i.e. use it hang up calls). They need to use a drop button to drop a call. DO NOT hangup via the headset button. The headset button needs to stay active at all times while they are logged in.

-CL

 

[gwebster]

There are a lot of call center-related features in the 46xxsettings.txt. Have you checked that they are configured?