IP Office users disabling themselves from hunt groups

[tmcd]

Hi, i have a site with ip 403 pri30, 3x phone 30 modules all with basic analogue phones, the problem is with certain users disabling themselves from hunt groups, it always seems to be the same ones, the only thing they have in common is that they press DND when they go to lunch, do you think a prolonged period of DND is disabling them from the hunt groups, any one else experienced this?
PS it has been the same on 1.4 2.0 and 2.1 software
Many thanks

 

[Morrack]

Are they using phone manager to enhance the use of their analog phones? If so, they are probably hitting the delete key by accident, especially if you have it configured to pop phone manager on an incoming call (meant to send delete keystroke to word or whatever, PM popped sent it PM instead). Delete is the default shortcut key for busy-wrapup in phonemanager. The best solution is to go into options, under the short cut keys tab change the shortcuts for busy-na and busy-wrapup to <none>

Peter

 

[tmcd]

Hi Peter, Yes i had thought of that also but the customer insists thats not the case, also with about 90 odd users it surely must happen to others and not just these few, odd one this
Terry

 

[Morrack]

Terry, over the years I've come to the conclusion that the customers insistence about something being the case or not the case is usually worthless as a troubleshooting aid. Personally I would disable those shortcut keys anyway and see if the problem continues. Maybe they are the only ones with PM configured to pop on incoming? Maybe they type a lot more emails / word docs?

Peter

 

[IPGuru]

Or maby they are miss dialing the shortcode when doing on dnd.
Peter is right a customers claim that they are doing everythig right is worthless at best they may be mistaken & at worst they can be diliberatly missleading because they do not want to incur a charge for user error, not realizing that if they give the engineers the correct info the problem will usualy be resolved over the phone without charge.

unfortunatly your best option with this porblem is to go to site & physicaly watch what is happening on the phone.

 

[VanZenden]

I've have the same problem when users are disabled from their hunt group. On first site they have DT phones (2050 & 2030) and they dont have Phone manager, other site has IP phones (4620 & 4602) with PM pro.

Also here customer claims they don't do anything wrong ...
We've been monitoring site with SOE, but it seems they really don't do anything to disabled them, it seems like it happens automaticly??!?

Both IPO's have latest release 2.1(15)
First site is IP403 DT, second one is SOE.

Any ideas what's happening?
TIA

 

[IPOUK]

Anyone found a way to disable the group button on a 2030/50 without taking the key out??? There must be some way to do it!

 

[IPGuru]

sorry ipouk it cant be done

 

[nokitel]

hmmm , maby you merge the system when agents in DND state , and your config not have a mark when are DND , ia have these problem , but now is ok ( to much merge systems )

 

[Pengbo]

I have the same problem and it's annoying.

I think it's caused by users using the Follow Me feature. It only seems to happen to those users who have just been out of the office. Talked to our support and when I mentioned it they seemed to think it was logical that you get taken out of group when you use follow me between different offices and hence switches.

Anyway it might help if you can see if they are doing that.

 

[crashtest1000]

We have found that some times if a phone manager user goes in to the preferences and don't change anything then press OK instead of Cancel their handset goes out of group.

With further playing it looks like this only occurs if the user had agent mode turned on and was out of group then changed the phone manager back to normal mode.

We need to look into this more next week as I suspect this is one of the reasons for my hair loss.


If some one has lab time try phone manager 2.1 and you should be able to reproduce this.

 

[ali35]

I have had similar problems with an IP 403 with 2.1 software. Users in the hunt group seem to get disabled from the group with no real reason. The telephones used are the DT 2030 with PhoneManager lite on the desk top. I have tried various fixes but it still seems to happen. Ideas greatly appreciated.