Phone Logs out automatically

[coolemon2005]

I have some of the users who's complaining that their phone logs out automatically on every few hours. I have SCCS 4.2 and Option 61c. Any idea why. Thanks

 

[yyrkroon]

are you using 3905 phonesets and handsets instead of headsets?

 

[coolemon2005]

I am using 3905 phone with GN netcom headset with base. thanks

 

[yyrkroon]

There's a known problem with 3905 and using handsets that logs agent out randomly, but I've never seen it happened when using headset.

In LD 23 make sure the HOML prompt is set to NO for the ACDDN that's on those sets.

Make sure the headset is plugged into the headset jack on the bottom of the set.

Check the firmware on the 3905 set, update the firmware if needed - LD 32

 

[macaodha]

Whether you're using a handset or headset or both, make sure that at least one of them is plugged into the headset jack. In other words, if you are using only a handset, plug it into the headset jack.

Believe it or not, call center agents are also prone to not hearing the single ring on their 3905 phone, with the result that the call gets sent back into the queue, and depending on how you're set up, will log out the phone or put it into Not Ready. You can check your Agent Performance reports to see if this is the case.

 

[KillianK]

Check the user config and see how the calls are handled, yyrkroon is correct also, check the firmware on the phones too,

Cheers,

Killian,

NextiraOne Ireland

http://www.NextiraOne.ie

 

[cgilmer]

I've seen this happen due to old firmware on the phones like Killian said assuming the issue is being reported to you correctly.

The problem we had was that the vendor didn't correctly load all of the firmware on the PBX and when they did their forcedownloads it messed up the phones. There was an "all-inclusive" firmware update that didn't have all of the 3900 models included in it.

Until such time as the appropriate software is placed on the switch you can swap the problem phones out with new phones out of the box. I believe the users also managed to alieviate the problem by switching the headset and handset connections but it was never 100% proven to fix it.

 

[whoisg8ts]

if the time is consitently every few hours, and it is happening to all agents with this model of phone, then I would lean more toward the firmware suggestions. However if your agents are anything like mine I would make sure they are not simply wiggling/twiddling their quick disconnects on their headsets