Call Log on 2420 and Agents getting logged off

[ckhwi]

Background: G3si V12 - just changed from CallMasters to 2420 digital sets (firmware R5) in the Call Center.

Noticed on the answered call log that the ani does not collect in the log for ACD calls if on the station form the auto-answer feature is set up for "ACD". Our agents like auto-answer set up for "ACD" using headsets to get zip-tone and not have to "press a button" to answer the call. If I change to auto-answer "none", the ani is logged in the answered call log.

Any one else notice this or find a work around?

Also, the agents can not move back and forth between the handset and headset with auto-answer set to "ACD". Once they pick up the handset and then hang up, they are logged off. With the old Call Masters, they did not have handsets, only headsets. Now having them, they sometimes just automatically pick them up on a ringing call or press speaker (which they didn't have before also) to change AUX reason codes and get logged off.

Are both of these features working as designed?

Thanks for any insight.

CKH

 

[TPhoneD]

You could remove the hansets plug the headset into the handset location; or leave the handset and program a headset key.