ACD calls automatically answer?

[pbxman]

Hi guys - this one's got me stumped.
Scenario:
an available ACD agent in a non-eas group waits for a call through our 800 number. It's vector-controlled. Caller ends up in the wrong queue and needs to be transferred, then gets transferred back out to the VDN and agent presses the right choices to put the caller in the right que. Here's the kicker..call does NOT ring on the available ACD agent's phone, but rather immediately pops up live on the ACD agent's phone speaker!?!?

This is happening to 4 guys sitting all in a row out of 20 people. Station config is identical to the rest of the group, etc, etc..NOTHING is pointing to any problem whatsoever with configuration of phone that i can find. No auto-answer set, etc. No switch errors or events.

What could possibly be causing this? All other agents phones in the call center, when receiving an ACD call, will ring until the agent physically either picks up their handset, or presses the speakerphone button - just not these 4 agents. The caller automatically pops up live (only when a call is transferred into their queue and they are available) and the agent is startled with no warning at the caller live in his speaker.

We're on a G3si v6 using 6416D+ and 6424D+ phones.
Please help! pbxman
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[YIMMER]

You say in the post you have checked the station and no auto answer is on . what happens when you call the ext internally or what happens when you call the agent direct internally ? any auto answer . Are the agent hearing a barge tone when the call goes live ? .Also check your agent id setup for auto answer.I would also have a agent who does not have this problem login to a phone that does have this problem using their agent id .
Good luck
Yimmer

 

[pbxman]

Thanks for the reply. Here's some more info.

The ACD agents leave their phones on send all calls which for any internal calls go directly to voicemail. They are only able to directly take ACD calls. So, when calling an agent internally, they go to voicemail.
When calling our 800 number and routing to the ACD group, those calls work fine. The calls do not appear on their speaker, and they ring like they are supposed to. It only seems to happen on transferred calls from one ACD group to another.
I just talked to one of them, and they said they hear a short "beep" then the call is live on their speaker. Unfortunately, the way our call center is laid-out, we can't move the agents to use each other's phones. But, it's not an EAS environment, so the agents just manually loginto their respective hunt groups using the FAC credentials. ie. 124+02 to login to hunt group 2, then 125+02 to logout of hunt group 2, 124+01 to loginto group 1, 12501 to logout of group 1, etc. The ability to loginto any certain hunt group is designated by the extension itself, not the agent.

pbxman
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[avayaman]

That's a real strange one. Have you tried physically swapping the offending sets with others that do not have the problem & see if it makes a difference? At least that would eliminate a physical problem with those sets. Likely not the problem, but its best to eliminate it as a possibility.

 

[telcomwork]

Check the SAC is enable along with "int-aut-an" programmed on the extension.

 

[pbxman]

I haven't tried that since there were no errors in the switch pointing to physical failure of the phones, and the fact that its more than one phone seems software-related.?
At this point, i'll try anything. The only other option is to get Avaya involved at $260/hr and this is one of those things that would cost thousands to fix im sure since when calling Avaya initially, their tech hadn't heard of anything like this before. He said to check hung group coverage and station coverage - which look fine to me, so I don't want to authorize $260/hr without an end in sight. Good thing is - if it's a bug or something Lucent did, our maintenance contract will cover it...but not if it's a programming error.
The phones have been set this way for over a year without a problem, now all of a sudden its happening 10+ times a day for each user.
This is crazy. pbxman
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[YIMMER]

Is there a HFAns button even on these phone by chance. I have also noticed that on some 6400 set they have a HFAns button programmed on the soft key but it does not show as the set has not updated its buttons nor does it show on status station

 

[avayaman]

You know, I just had a thought. I had this exact same problem a few years back on a Mitel. (Calls going through to the speaker on a superset 4) There was also no rational explaination. A re boot of the switch fixed it. It was almost if it had taken a hit of someort and there was some software corruption.

 

[pbxman]

Im beginning to think you're right Beddows. Nothing else is working. I'll try it tonite and post back tomorrow with the results. They're only computers.. pbxman
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[charleshagen]

if all else fails, blow away station and duplicate one that is working.

Will not tell you why it is happening, but it will make a duplicate of what is working.