 04-21-2004, 07:59 AM | #3 (permalink) | ||||||||
| Junior Member
Rep Power: 0  | No Basically when the agent logs in the HG in the morning, the first call needs to be answeredby pressing ANSWER key, and then all calls are autoconnect. If the agent goes into DND or logs out at any point during the day, the first call when the agent is ready to take calls again needs to be answered with the key. | ||||||||
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| 04-21-2004, 08:08 AM | #4 (permalink) | ||||||||
| Junior Member 
Location: Dallas, TX Rep Power: 6 | I will have to do some reading when I get time, but I think I remember a safety feature put in that does require the first call to be answered prior to receiving calls. Something to do with the Wrap up timer not being active for the first call. | ||||||||
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| 12-21-2004, 09:25 AM | #5 (permalink) | ||||||||
| Junior Member
Rep Power: 0 | Educate yourself The current way the auto connect works is "by design". The previous way it worked was actually a bug. The reason behind making the agent answer the first time is so outside callers do not get answered by dead air!!! The number of times I have waited in a queue and got answered and listened to background noise is too many to count. Actually since introduction in 5.3 software, it has always worked this way. John | ||||||||
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