phone goes to AUX on unanswered direct ext. calls

[FSI]

One of our Agents claims the phone automatically puts her in AUX whenever she does not answer a direct extension call, much like RONA would if set that way but these are not ACD calls. She does not have a direct agent skill. Since she is in a remote location, I can not sit with her and see what happens but I have used her Agent ID on my phone and cannot replicate the issue.
Has anyone heard of a similar problem? She claims it only happens to her, not to anyone else in the team but almost everyone else has the same Agent- and Station settings.
Regards
Frank

 

[wil19148]

Turn on an agent trace report in CMS to see if you can capture it happening.

Also try a list trace station in the PBX and try to replicate by calling her DID extension

I'm curious to see how this one turns out - to my knowledge the only way an unanswered DID call would put an agent into AUX would be if it were a direct agent call, or if the DID is actually a VDN that then queues to a skill

 

[FSI]

I think the mystery has been solved, I should have thought about this before I posted:

We are using a 3rd party CTI application controlling the phone and it appears this application somehow got confused over the different types of calls and put the phone in AUX on a non- answered DID call. So nothing related to AVAYA at all, sorry for wasting your time.

Regards

Frank