Hello all,
I have a really odd problem with one of our call centre agents and one-way audio on transferred calls. We're using ISDN for inbound and outbound calls. We have 5 ACD agents all of which are set up identically (or at least appear to be). They're all using 5320IP phones, all use headsets and have a "Headset" key configured. For one of the agents however, if she presses the transfer button to put the caller on hold and speak to a 3rd party, the 3rd party cannot hear her until she has pressed the Headset key to turn the headset off, and then on again. This only happens with external callers that come through the ACD queues - we have been unable to recreate it with internal calls. It only happens to this agent, regardless of the phone she's logged into (we've even changed the headset!). I've gone through ACD settings, device settings, station attributes and compared them side by side with the other ACD users and I can't for the life of me work out what's wrong?
Anybody got any ideas?
Thanks in advice for your help,
Dan.