cannot log out of ACD queue

[oceannative]

I have 5 agents on a queue, using 2616 phones.

Key 0 ACD 4998 0 4930
Key 1 MSB
Key 2 NRD
Key 3 AO6
Key 4 RNP
Key 5 CFW 4
Key 6 TRN
Key 8 SCR (private DN)
Key 9 SCR (private rollover)
Key 10 NUL
Key 11 BFS
Key 12 BFS
Key 13 BFS
Key 14 XMWK 4988
Key 15 NUL
Key 16 SCN 4988 (phantom AOM)

When agent is not taking calls, they press their NRD key -- if they press their MSB, their phone busies out (like it is supposed to); however, if they press it again, they are back in the queue, not logged out. I've tried it with their NRD key active and not active and cannot get these phones out of the queue.

When the supervisor wants to make sure enough agents are available, it looks like they are all logged in (which they are); however they are just in NRD.

Also, this does not give us an opportunity to use the NCFW feature for the queue - instead callers here "all agents are busy" then they get the same message they hear during the day (calls do not wait in queue = if no one is available, the call goes straight to voicemail.).

Thanks in advance for any assistance!

 

[oceannative]

Thanks jaxuser - that confirms it -- looks like they'll have to manage some other way for now...