ACD Agents on IP Softphone

[Midstream]

I've got ACD agents logging into IP Softphone. Auto-In isn't working for some agents and it is working for some other agents. I've exported the station settings and compared them side-by-side, no difference. I've checked every setting in the IP Softphone client that I could find and see no entry for auto-answer support.

Can anybody think of what I might be missing?

S8300 CM3.1
4621SW IP Phones
Remote Agents log in as the same phone on desk, desk phone unregisters.

 

[lopes1211]

IP Agent SOFTWARE is for ACD/logging in.

IP Softphone SOFTWARE is not for ACD and greying out AUTO-IN is Avaya's way of telling you this.

The apps are almost identical except for the issues above.

-CL

 

[phoneguy55]

buy ip agent.

 

[Midstream]

We've got IP Agent, but these guys prefer the softphone and they've been using it without incident until just now. It still works for some, doesn't work for others and I can't see any difference in the station forms or the agent ID's.

I hear what you're saying though! Ought to be using it, users don't want to....

 

[lopes1211]

Well ipsoftphone does not support auto-in and it will appear greyed out if you try. Not sure how to explain your working stations.

-CL

 

[phoneguy55]

Try using the FAC's instead of the fixed auto in button.

 

[gblucas]

I had a user that was using IP softphone in a remote office for 6 months as an ACD agent. It worked great. I found that you had to program buttons on the phone, and in some cases use the picture of the phone to get things done. To do the auto-in function, I used the FAC to get it to work. In this case, we did not have licensing for IP Agent, so we went this route and it worked just fine.

I believe that I had to use version 5, and if I remember right, you can't put the latest SP on it, to make it work. I haven't needed it for such a long time, that I can't remember all the specifics, but Service Packs could be causing some of you problems.

I do agree with the rest of these folks, that IP Agent is the better choice, but when you don't have licensing for it, do the next best thing.

gblucas