Queue calls auto answer on speaker phone

[Co0per]

Hello,

I have a few users with 3904's logged into an ACD queue. They are using headsets but when a new ACD call comes in, it is being answered on the speaker phone instead of the headset. Contact Center 6.0 using call forcing where the user hears a tone and then the call is automatically answered. The headset is plugged in correctly.

DES 004911
TN 028 0 04 05
TYPE 3904
CDEN 8D
CTYP XDLC
CUST 0
ERL 0
FDN 5000
TGAR 1
LDN NO
NCOS 5
SGRP 0
RNPG 2
SCI 0
SSU
LNRS 16
XLST
SCPW
CLS UNR FBD WTA LPR PUA MTD FNA HTA TDD HFA GRLD CRPD STSD
MWA LMPN RMMD SMWD AAD IMD XHD IRA NID OLA VCE DRG1
POD DSX VMD SLKD CCSD SWD LNA CNDA
CFTD SFA MRD DDV CNID CDCA MSID DAPA BFED RCBD
ICDD CDMD LLCN MCTD CLBD AUTU
GPUD DPUD DNDA CFXD ARHD CNTD CLTD ASCD
CPFA CPTA ABDA CFHD FICD NAID BUZZ AGRD MOAD AHD
DDGA NAMA
DRDD EXR0
USMD USRD ULAD RTDD RBDD RBHD PGND OCBD FLXD FTTC DNDY DNO3 MCBN
CDMR MCDD T87D PKCH
CPND_LANG ENG
RCO 0
HUNT 5000
LHK 5
LPK 5
PLEV 02
DANI NO
SPID NONE
AST
IAPG 0
AACS YES
ACQ AS: TN
ASID 16
SFNB 2 5 6 9 10 11 12 13 15 16 17 18 19
SFRB 1 2 15
USFB 1 3 4 5 6 7 9 10 12 13 14 15
CALB 1 3 4 5 6 8 9 10 11 12
FCTB 0
CALL FORCE DELAY TIMER: 2 SEC
ITNA NO
DGRP
PRI 01
MLWU_LANG 0
MLNG ENG
DNDR 0
KEY 00 ACD 8540 0 3828
AGN
01 NRD
02 MSB
03 ACNT
04 ADL 16
05 SCR 8228 0 MARP
CPND
NAME Linda Neal
XPLN 10
DISPLAY_FMT FIRST,LAST
06
07
08
09
10
11
12
13
14
15
16 MWK 5000
17 TRN
18 AO6
19 CFW 4
20
21
22
23
24
25
26
27 CLT
28 RLT
29
30
31
DATE 30 SEP 2011


Any ideas?

 

[bigindian65]

check telephone setting - on hook default path - headset. Then make sure handset is in cradle.

Mato' Was'aka

 

[Co0per]

Thanks bigindian65-

Will it matter if the user has no handset connected to the phone? It seems the users sometimes "lose" these so there is no handset in the cradle.

 

[bigindian65]

because a 3904 is not an ACD phoneset, for Call Force to work - ld 23 ACDN HOML - No and the local set setting from above with a handest in the cradle, or something holding the switch hook down. To log in, the agent will have to have the handset out of the cradle, or switch hook up, then in cradle for Call Force.

Mato' Was'aka

 

[trvlr1]

We saw this same issue on 2004 phones. Each of them had wireless headsets, once we gave them wired headsets, the problem went away. May be coincidence, but it solved the problem.

 

[Co0per]

Yeah I'm not really sure what the deal is, this comes up occasionally and to fix this particular one today I just disabled/re-enabled port and now it's working fine... go figure.