nec sv8100 acd

[philly212]

ACD question on our IP based sv8100 phones.
One agent in particular, multiple times during the day, will sit IDLE but she will not get any calls.
Once she hits speaker twice or logs out/in of the ACD, then she starts receiving calls again.
I reset the phone to factory defaults and re-connected to our phone system.
Any ideas? I'm guessing its something other than the phone as the phone is only a few months old.

 

[pave35]

Is the agemt using a headset key?
There is an issue in some versions of the 8100 where the user can let the outside party release but not press the Headset key to let their end go. The ACD reports the agent as idle (because of the trunk release)but the 8100 sees the agent off hook because of the headset key so it does not deliever another call. I believe this can also be done also with the handset if the agent does not hang up all the way. I trouble shot this at a site to find that the agent had secretly worked this out so they did not have to take calls but told the supervisor they were idle just as the monitor software showed. The CPU trace however showed she was not hanging up after the call and we caught her that way.
Also make sure 41-14-06 is ALWAYS checked for the ACD group in question.

 

[philly212]

Will do. Thank you for the info.