Agent cannot log into 2410 phone

[SOConnor]

We have installed some 2410 model phones for a small ACD group but everytime they try to log into the Q they are kicked out when they press auto in. They were able to login in fine on the 6416/8434 phones that were replaced.

We are running R1.3 on a G3r with EAS. The 2410 is an alias of a 2420 on our system since 2410 is not resident on this release of CM.

Does anyone have a fix for this?

 

[definityandcmuk]

are you using splits or skills?

check the button configuration of the 2410
can they log in OK?
What happens if you try manual in or ACW

 

[SOConnor]

We are using skills

I have programmed only the first 12 buttons of the 2420 alias.

Login/logout are programmed as system abbreviated dial links on buttons 4 and 6. Auto-in is on button 5 while aux-work is on button 8.

I have monitored the Q and can see them log in then go to aux-work status. I have seen one go into avail status but then immediately drop out of the Q.

The same thing happens when trying to log in manually. I even tried it with my agent ID on a 2410 at my location with the same results.

 

[definityandcmuk]

Are you using headsets? I have had this problem when the headset button was not pressed, the agent automatically logs out after a while

 

[SOConnor]

Yes the headset button is pressed. We had to add a release button to make it work but that only is working for one of 7. The other six are still having the same problem even with the release button.

 

[definityandcmuk]

I think there must be a problem with the config of the extensions, can you paste the config into a post?
can you also post the agent ID and the skill config?

 

[SOConnor]

We found that some of the agents did not have their headset button pressed when logging in and they were all set to auto answer. One agent didn't even use a headset so when we turned off auto answer she was able to log in.