intermittent problem in the auto answer of calls

[fabiopmoura]

Guys,

I have an intermittent problem in the auto answer of calls in call center. sometimes the calls are ringing at the extension and the agent is required to answer manually. Anyone know what could happen? I'm confirming with the client, but I'm sure he'll be ringing after the whisper.

 

[montyzummer]

Check the auto answer settings on the agnet and the station as you may have a misconfiguration , what exactly do you want to happen ?

ACSS (UC/SBCE/SM/SME)

Not that they mean a thing anymore , get a brain dump pass the test crash the system.

 

[fabiopmoura]

I need all calls to be answered automatically after the whisper, but it is intermittent. look at the attachment.

 

[AvayaTier3]

As Montyzummer stated, you are not configured the same for station and agent Auto Answer setting.

Agents appear to have difficulty logging into split / skill

Auto Answer feature should be turned on only for agents and stations without a
handset. (i.e. Callmaster voice terminals)

agent setting for Auto Answer: acd, all, none, station (if Expert Agent)
station setting for Auto Answer: acd, all, icom, none

This turns off ringing and instead user will get zip tone on incoming calls.
This is for headset type phones only to provide zip tone on incoming calls.

Turning this field on will allow a station or agent to login, get confirmation
tone, and upon hang-up of the voice terminal handset, agent will be logged off of
the station it just logged in to. This will work for voice terminals with both a
handset and headset. Just do not hang up the handset until you want to logout.



A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

44 years Bell, AT&T, Lucent, Avaya
Tier 3 for 34 years and counting
[URL unfurl="true"]http://bshtele.com[/url]

 

[fabiopmoura]

Okay, I got it. I will check with the customer which model of the device, if it has headset and if the hook this device has been disabled in 46xxsettings.