Problems with auto answer with Headset on CUCM v7

[rfawns]

Hi all,

We are in the process of moving a customer from a v4 CUCM to a v7 CUCM.

We have a couple of issues with auto answer feature using headsets.

One issue is we intermittently lose the beep function when a call is coming in. If we change the setting "Auto Answer" on the line from "Auto answer with headset" to "Auto answer off" then return to "Auto answer with headset" the tone reappears for a while.

The other issue is when the operator leaves their desk, on v4 they press the headset button and if a call comes in it rings on the handset allowing them time to get back to their desk to press the headset button and take the call. On v7 if they press the headset button the next call that comes in is being auto answered on the speakerphone.

Settings on the device and line are the same on v4 and v7. Is it possible that Cisco have changed a default system parameter that I am missing, or a possible bug.

Suggestions please.

Thanks

[Rob Huffman]

Hi Rod,

This would seem more likely to be a phone firmware issue to me. I'm guessing

you changed/upgraded firmware versions when moving to 7.x.

Can you please provide your exact phone model(s)/firmware version(s)

Cheers!

Rob

"Show a little faith, there's magic in the night" - Springsteen

[rfawns]

Hi Rob,

Thanks for the reply. I've managed to investigate further and the problem only appears to occur when the agent is logged into CAD on UCCE. When they are logged into the phone only (EM) it works fine, ie if the DN is dialled directly, and the headset button is pressed and the light is off, the call rings the handset. When the agent is logged into CAD and the headset button is pressed and the light is off, the call is auto answered on the speakerphone.

Regards,

Rod.

[Jay Schulze]

Hello,

Did you ever find a solution or answer to the beep or zip tone going on and off with auto answer? Having the same problem but with ip communicator. Switched from 7962s and now this is happening. I did a reset one night of all the phones and it started working for a couple days. Then stopped again. Sounds to me it has to be some type of load issues with the phones. But this is the latest IPC I believe in 8-6-2.

Your issue with CAD answering automatically is an agent desktop setting. Where they have enabled auto-answer if you haven't already found that

[rfawns]

Hi,

We resolved the Auto Answer, it was a setting on the UCCE. Can't honestly remember if the beep was resolved as well as it was a while ago and I am no longer involved with that customer.

Cheers

Rod