Call force - 2004i phones

[FONEGUY]

We are experiencing a strange and somewhat intermittant problem when using trying to force calls to agents that are using 2004i phones . Much of the time , the call force works without issue other times when a call is delivered to the agent it will revert back to delivering it to
the phone instead of the headset. This will cause the call to be delivered to the telephone but on speaker and it will not allow the associate taking the call to remove the call from the handset/speaker. We are running CCM 6.0 co-res , Option 11 release 5.0 , CP 5.0 .
Any suggestions or comments are greatly appreciated . Thanks to all !

 

[SongForWhoever]

Hi FoneGuy,

What does the TNB config look like?

 

[FONEGUY]

Here's the TNB info again , sometimes this works great , other times it bypasses the headset and is delivered to the speaker .- THANKS .

DES JANE
TN 096 0 01 01 VIRTUAL
TYPE 2004P1
CDEN 8D
CTYP XDLC
CUST 0
NUID
NHTN
CFG_ZONE 001
CUR_ZONE 001
ERL 1
ECL 0
FDN 7100
TGAR 0
LDN NO
NCOS 4
SGRP 0
RNPG 0
SCI 0
SSU
LNRS 16
XLST
SCPW
CLS UNR FBD WTA LPR MTD FNA HTA TDD HFA CRPD
MWA LMPN RMMD SMWD AAD IMD XHD IRD NID OLD VCE DRG1
POD DSX VMD SLKD CCSD SWD LNA CNDA
CFTD SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD
ICDD CDMD LLCN MCTD CLBD AUTU
GPUD DPUD DNDA CFXD ARHD FITD CNTD CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID BUZZ AGRD MOAD AHD
DDGA NAMA
DRDD EXR0
USMD USRD ULAD RTDD RBDD RBHD PGND FLXD FTTC DNDY DNO3 MCBN
VOLA VOUA CDMR ICRD MCDD T87D KEM2 MSNV FRA PKCH
CPND_LANG ENG
RCO 0
HUNT 7100
LHK 4
PLEV 02
DANI NO
SPID 2455
AST
IAPG 0
AACS YES
ACQ AS: TN
ASID 16
SFNB 2 5 6 9 10 11 12 13 15 16 17 18 19
SFRB 1 2 15
USFB 1 3 4 5 6 7 9 10 12 13 14 15
CALB 1 3 4 5 6 8 9 10 11 12
FCTB
ITNA NO
DGRP
PRI 01
MLWU_LANG 0
MLNG ENG
DNDR 0
KEY 00 ACD 2442 0 2444
AGN
01 NRD
02 MSB
03 SCR 6346 2 MARP
CPND
NAME
XPLN 27
DISPLAY_FMT FIRST,LAST
04 SCR 2996346 0 MARP
05 ACNT
06 ADL 16 63461#
07 DWC 2442
08 ADL 16
09 ADL 16
10 ADL 16
11 ADL 16
12
13
14
15
16 MWK 7100
17 TRN
18 AO6
19 CFW 16
20 RGA
21 PRK
22 RNP
23
24 PRS
25 CHG
26 CPN
27
28
29
30
31

 

[sandyml]

You might try setting HFA to HFD (hands free denied) and see if that eliminates the issue. Also, check the setting on the phone itself, on the options for headset/handset.

 

[smiley730]

Hi,

I have the same issue I am dealing with, and I was wondering what corrected the problem. I do need these phones to occasionally have speaker capability, so I hate to disable handsfree capability. Can you tell me what corrected the problem?

Thank you!