Prevent Agents from disabling Headset Button hen using Auto Answer With Headset

[jameskable]

Help!!!

When you enable "Auto Answer with Headset" an agent can still press the Headset button and break that function.  Is there a way to keep the agent from being able to disable the Headset button on the phone (Cisco IP Phone 7962g) while maintaining the ability to force Auto Answer with Headset??

Thanks for any ideas!

[paolo bevilacqua]

What about removing handset, and taping hook-switch down.

[mshavrov]

Hi,

It sounds more like training or organizational issue. If agents do it accidentally, usually this behavior disappeas in a couple of days (if agents were using other phones). And if they do it on-purpose, then supervisors should take care for this issue.

Technically this issue may be resolved by placing some kind of plastic cap over the headset button, but then you should have a mechanism to activate a headset button, if it was deactivated (for excample, afther the phone reboots).

Alternatively you may use longer cord and place the phone out of reach (not exactly "far-far away", but at least out of the hand reach. Plus, depending on the CallCenter software you use, agent may never need touch a phone, in most cases all interaction happens on the PC.

Good luck,

Mike / CCNP, CCVP, CCSP, CCDP, MCSE, CCIE Voice (written), etc.

Headset Adapters for Cisco IP Phones

[seguros-monterrey]

It is a horrible solution. Other brands like Avaya has this functionality.
Before suggesting you should visualize, for example to a sopervisor with 15 or 30 staffs and be scrolling between them to verify the use or not of a button. It is better to recognize that one has no alternative.