6416D+ logging agents out randomly

[TSHDave]

Hi,
I have a very strange problem with one of my phones it's a 6416d+ and it keeps logging one of my agents out at random, I have tried un-TTI'ing and re TTI'ing and this seemed to stop it for about a day then it starts doing it again. any ideas what could be the cause of this.

 

[SF0751]

Is the agent being logged out, or are they being thrown into AUX? Do you have CMS - if so, have you tried tracing the agent in question?

Susan
_{You have all the characteristics of a popular politician: a horrible voice, bad breeding, and a vulgar manner.}
^{Aristophanes, 424 B.C.
Lex clavatoris designati rescindenda est.}

 

[TSHDave]

the agent is being logged out. I havnt got CMS, is there any other way to trace what is happening to the agent?

 

[mikeydidit]

If their is a wiring problem or the set is going into trouble, it will throw itself out of the group. I have people that unplug their sets and then call me because they can't take ACD calls. May be something to look at.

Mike Jones
LSUHSC

 

[TSHDave]

I dont think it is a problem with the phone being unplugged but i will check out the wiring. cheers

 

[marcell55]

Does this agent have "Auto Answer" set to ACD on their station or agent id form? If so, then it's probably logging them out when they turn off their headset button.

 

[TSHDave]

I have just got the agent to move to another station and the problem followed her, I will try and find out if she is turning off here headset (she is set to auto-answer). thanks for the help so far.

 

[TSHDave]

apparently she is not turning off her headset so does anyone have any other ideas what may be causing this problem?

cheers

 

[TSHDave]

I have set taken autoanswer off her agent ID and that seems to have done the trick, so it looks like she may have been pressing the headset button (dont ye just love users), thanks for all ye help in sorting this out.

cheers

 

[mikeydidit]

Those are known as IO errors.

Glad you got it sorted out.


;-)

Mike Jones
LSUHSC