IP Softphone automatically going into ACW

[wil19148]

I have a customer using IP Softphone 5.2 / CM 3.1

They have a combination of softphone agents and agents who don't have softphone, taking calls from same skill.

Softphone agents are automatically going into ACW after each call, but other agents are not.

There is no timed ACW on either the hunt group forms or on the VDNs.

Any ideas?

 

[4merAvaya]

They should be using IP Agent, not SoftPhone, for call center agents. IP Agent is more expensive but you get the agent functionality built in.

Kevin

 

[wil19148]

I understand that. However, their business decided to go with softphone. Is anyone aware of any known issues that would cause softphone to automatically enter ACW?

 

[AWYNOne]

Do you have the agent login IDs provisioned the same as your regular cc agents? Check to see if the agents are administered with "auto-in" rather than "manual-in" to receive calls.

If you always do what you always did, you'll always get what you always got! Anonymous

 

[wil19148]

I'm being told the agents are set up the same. I'll double check and let you know if that was the problem...