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.
agent trick (to avoid handling a call) - I like that.
Auto-answer on headset. Under normal conditions the headset light is on. When you walk around do you see agents who don't have this lamp lit?
You could, as a temporary change, create a new Agent Desk Settings for this subset of agents with an empty RNA timer so the phone will always ring at the ready agent even if they forgot to press their headset button. That should annoy the agents enough!
TAC has suggested doing one (ICM) or the other (CUCM), but not both (due to a potential race condition). I would rather restrict auto answer to the headset only, so there isn't a call sitting on an open speakerphone if an agent walks away accidentally without going Not Ready (it happens...way too often evidently).
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