One-X Agent can't answer first call of the day

[gregostrand]

On CM 6.0, One-X Agent 2.5.5, agents using Plantronics Blackwire c510 headsets... Agents are unable to answer the first call of the day from queue. Reason? Is there a fix?

 

[kyle555]

I like setting the "service link mode" to permanent in the station form. If your agents log in early, have some idle time before the 1st call and then typically have calls steadily through the day without delays, that might play into it.

 

[ddog6601]

What exactly is stopping them from answering the first call ?
Can they not hear the caller or ... ?

 

[gregostrand]

The agent has the call appear on One-X but the buttons do not respond, resulting in a RONA.
Some PC info:
Operating System - Microsoft Windows 7 Professional, 64bit
Computer Model - HP Compaq 8200 Elite SFF PC Computer
Ram - 3984 Mb

 

[Stinney]

If I recall correctly, we had this issue. The "fix" was to have the agent open a call appearance (expand the dial pad, click on the line appearance, get dialtone and hand up) before taking the first call of the day. Once this was don, the system knows that it can reach the extension and connect.

- Stinney

“The man who asks a question is a fool for a minute, the man who does not ask is a fool for life.” ? Confucius

 

[gregostrand]

Thanks, Stinney... Interesting solution... Any idea why that works? Any idea why the system would not know that it can reach the extension and connect after just logging on?

 

[Stinney]

Thinking about it, this was for auto-answer. I'm at a new company with limited access to things (very hard to get used to).

The first call that would come it wouldn't auto-answer if they didn't do this. Not sure if it will resolve your issue, but it's worth a try.

- Stinney

“The man who asks a question is a fool for a minute, the man who does not ask is a fool for life.” ? Confucius