Placing call on hold send agent to not ready

[hurricaneguy]

We have several dispatchers that have an ACD key on the phone and are logged into symposium. But most of their work is done on the DN keys.

When they place a DN call on hold and hand up the hand set so another dispatcher can pick up that line then the first dispatcher goes into not ready. I think this is also putting them into walkaway mode.

Is there any way to stop this from happening?

The reason they are using the handsets is because their headsets are plugged into a radio amp.

We have an Option 61c Rel 4.5 with a Symposium express 4.2.

 

[pronei]

In the ACD DN programming do you have HOML set to YES or NO?

 

[telebub]

Look in the Call Presentation Class of the agents and verify "Answer Call by Placing DN Call on Hold" is checked.

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[hurricaneguy]

HOML is set to NO

Verified that "Answer Call by Placing DN Call on Hold" is checked.

 

[Milesprower]

An incorrect HOML setting will log out the agent.

Does the agent state actually show walkaway on the Real Time Display when this happens? It shouldn't: walkaway would be putting the ACD call on hold and disconnecting the headset.

This is a combination of using handset and headset with phone. It is not related to SCCS, but the complex physical configuration. Maybe someone who is more expert at switch programming can comment (I am mostly SCCS/CCM).

 

[hurricaneguy]

They are not being logged out. They simply go Not Ready.

It does not always show them in walkaway sate. These agents are the only ones that ever have walkaway but sometimes they just go not ready. I have not figured out what causes it. Though I do know placing a DN call on hold and some one else picking that DN up on another phone causes it to go Not Ready.

These phones do not have head sets. They only use the handsets. The agents do have headsets but the headsets are used for our two-way radio system. I am trying also to find if any company makes a kind of splitter so 1 head set can be connected to 2 amps. Kind of the reverse of a supervisory training cord.

 

[hurricaneguy]

OK did some testing and found what is making it go into just Not Ready and what makes it go into Walkaway.

If the agent A is on a DN call, places the call on hold, and replaces the hand set in the cradle, then agent B picks up the line. Agent A goes into not ready.

If an agent places a Skillset call on hold and places the handset on the cradle , they will be in walkaway mode. and if the person on hold hangs up they go to not ready.

So I figured out how it is happening. Now can anyone tell me how to make it STOP.

The only idea I have is to find something to cover the hook switch so they cannot go On-Hook. Or buy 3905 phones which I know they will not spend the money on right now. Plus can you plug a handset instead of a headset into 3905? Never had the opportunity to use one.