tek

I recently changed a call center station to auto answer "ACD", but now when an agent hangs up at the end of the call they get completely logged out. Anybody know what is causing this to happen?

ahays

Yes. With Auto-Answer the agent uses a headset and the phone remains OFF-HOOK at all times after logging in. You can physically leave the phone off hook or simply assign a headset feature button to the phone. Calls are then delivered to the agent with a preceeding ZIP tone and, optionally, a VDN VOA (Voice Origination Announcement). If the agent places the phone back on-hook they will be logged out (which you have already experienced).

If the agent uses "auto-in" then calls are delivered one right after another without agent intervention (recommended). If you assign a "manual-in" button to the phone then the agent will have to press the "manual-in" button when they are ready to take the next call.

regs,

.al.

__________________
Al Hays, ACE, MCSE, CCNA
Homepage: http://www.jeral.com/
Training: http://www.jeral.com/avaya-learning.html

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