Incoming DN call disconnects skillset call

[Flowersd]

I was wondering if anyone out there has seen this. One of my agents is telling me that when she is on a skillset call and she receives a call via her DN extension she loses her skillset call and the DN call is auto-answered. None of my other agents have complained of this problem. We currently run Symp 4.2.6 (will be upgrading to 5 next month). The agent is using a 2616 digital phone.

 

[lretrievers]

Is auto answer turned on in the phone's class of service (AAA) would be in CLS of the phone in the PBX.

 

[Flowersd]

Thank you lretrievers for responding to my question.. I did check my users CLS and AAA is currently denied. Here is a list of the class of services currently configured:
CLS CTD FBD WTA LPR PUA MTD FNA HTA TDD HFD
MWA LMPN RMMD SMWD AAD IMD XHD IRD NID OLD VCE DRG1
POD DSX VMD CMSD SLKD CCSD SWD LNA CNDA
CFTD SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD
ICDD CDMD LLCN MCTD CLBD AUTU
GPUA DPUA 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

CDMR
Thanks for your help.

 

[lretrievers]

I typically turn on IRA and OLA on my ACD sets also, not sure if that will fix it or not; have you tried moving this agent to another phone to see if it is a problem stays with the phone or moves to another phone with the agent? or swapping out the digital set altogether?

 

[johnpoole]

have to agree, your aad, so unless that agent has a drinking problem, i would build a new set on a new tn and swing the jumper...

john poole
bellsouth business
columbia,sc

 

[Flowersd]

Thanks to both for the tips.. I have swapped out her digital set and if the issue happens again I will move her to a different tn...and perform a sobriety test.

D. Flowers
Ruud Lighting Inc.
Racine, WI