i2004 Call Center Agents logged out when hanging up receiver

[Aaith]

Hi All,

hopefully someone may shed some light on a issue im facing.

We have agents on IP phones (2004p2's, 1140's ect)
multiple ACD groups
HOML set to No in the ACD

now i have 2 phones that are both part of the same ACD group
both are 2004p2's

one logs out when you place the handset down. the other stays logged in.

is there anything else CLS / other settings ? that would be causing this?

 

[bigindian65]

no, look at key 0 of that set, I believe it may belong to a diff acdn

Mato' Was'aka

 

[Tman45]

The fix is a prompt on your ACD block. You need to set HOML to No

We had that same issue where our agents would get logged out when they hung up the handset

 

[bigindian65]

he said homl is no, why i think it is in a diff Q than the one he is looking at.

Mato' Was'aka

 

[Tman45]

GAH! Missed that - yeah I would say it has to be a different ACD queue and maybe that one is set to yes. But, yes, HOML is the correct setting.

 

[Aaith]

I would have loved it to be a nice simple HOML setting.

however for the 2 phones.. they are deffinately part of the same acddn group unless i cant read.

Phone that works as expected
KEY 00 ACD 58006 0 38195
AGN
01 SCR 8195 0 MARP
CPND
CPND_LANG ROMAN
NAME xxx
XPLN 27
DISPLAY_FMT FIRST,LAST
02 ACNT
03 MRK
04 NRD


Phone causing me greif
KEY 00 ACD 58006 0 38194
SPV
01 SCR 8194 0 MARP
02 ACNT
03 MSB
04 NRD


the ACD print is below if that helps.

REQ prt
TYPE acd
CUST 0
ACDN 58006

TYPE ACD
CUST 0
ACDN 58006
MWC NO
DSAC NO
MAXP 100
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT
SRRT
NRRT
FROA NO
CALP POS
ICDD NO
NCFW
FNCF NO
CWTT NONE
HMSB YES
ACPQ NO
FORC NO
RTQT 0
SPCP NO
OBTN NO
RAO YES
CWTH 1
NCWL YES
CWLF 1
CWLW 2
BYTH 0
OVTH 2047
TOFT NONE
HPQ NO
OCN NO
OVDN
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT 98
RTPC NO
STIO
TSFT 20
HOML NO
RDNA NO
LABEL_KEY0 NO
NRAC YES
DAL NO
RPRT NO
RAGT 4
DURT 30
RSND 4
FCTH 30
CRQS 100
IVR NO
OBSC NO
OBPT 5
CWNT NONE

 

[DFKSydney]

The phone causing grief looks like its class marked as a Supervisor. have you tried setting it as an Agent?

Do you have SCCS / CC6?

 

[Tman45]

Have you tried outing an rebuilding the phone as well? Or tried a different phone? Just thinking if you did some type of change to the ACD block or something of that nature its possible there could be some corruption at the DN level - you could try another DN instead as well Best of luck.

 

[gwebster]

Compare the configuration settings on the two phones.