ICM 6.0 with CUCM 4.1(3) & CRS 3.5(4)
A manager has noted a number of instances of calls being abandoned while offered (ringing) as well as RNA calls. An especially odd thing about this is that these are auto-answer agents. The calls are happening to a consistent subset of agents.
We configure auto-answer in CUCM (Auto-answer with headset) on the agent's ICM-controlled second line. Autoanswer is unchecked in the ICM desk setting for these agents. The RNA timer is set to 12 seconds.
We suspect some kind of either training issue or agent trick (to avoid handling a call), but we have been unable to come up with scenarios for how they might be doing this besides not having the headset active. However, the number of abandon while ringing seems excessive for that scenario.
Anybody seen anything like this?