UCCX Agent Desktop Auto Answering Calls

[jecker]

Has anyone heard of a situation where CAD is auto answering calls?  The users are reporting it sporadically only when they get a off a call and a call is waiting in queue, the call will automatically connect right after they hang up the first call.  

Sounds bizarre, I know.  

Short of restarting services, i'm not sure where to go with this one.  I've had a couple clients report this issue to me.  They are running UCCX 9.0 (2) SU1

Thanks.  

[phamvinhdat]

Are users using soft phone or desk phone with their CAD?

DP

[jecker]

They have desk phones.  Mostly 7941/7961.

Thanks.

[Christian Legg]

We've had a similar issue.  While the agent is talking, the CAD changes state to "work" i.e. it thinks that the call has been hung up.  It then goes to "ready" while the agent is still talking.  As a result, when the agent hangs up their call, they are in "ready" state and are given the next call immediately.

You may want to check if this is the case with the agent state.

If the state changes are happening like this, check that the handset is snugly sitting on the cradle, reboot the client PC and have them log off/on the phone.

Be sure also to check the CAD agent logs.  I'm about to check ours now to see if they show anything up.