Mitel 3300 Auto Answer Feature

[ralph]

I have an ACD group that uses the Auto Answer feature.   They are complaining that they do not always get an alert tone when the phone connects to let them know that someone is connected to them.

My contact says that it works ~4 out of 5 times. 

Has anyone else seen this?

MXeII  5.0

Ralph

[ralph]

Here's an update on this.  We seem to have been able to narrow down the issue to when they are using the DECT headsets (5330 phones) and the call is external. 
It fails to give an alert tone ~50% of the time.
Here's how the call comes in: 
  Call hits Auto Attendant 1st.
  Call is then xferred to either an ACD path or direct to an agent.
  No Auto Answer Alert tone ~50% of time.

It appears to work just fine if dialing the phones ext internally or if not using the DECT headset so the call is immediately on speaker phone.

Tech support is supposed to be setting this up in the lab to test now.

Ralph

[LoopyLou]

Since there are two options to reach an agent according to your post is it possible the 50% working is tied to one of the two methods? i.e it works if the call is transferred to the ACD path but doesn't if sent directly to the agent?

[ralph]

The call fails on both being xferred to the extension and to the ACD path.

The users are complaining there is no alert when coming into the ACD path.  The path is accessed via an auto attendant function.
We were able to duplicate it by dialing the agents extension directly via the auto attendant.  I don't know if direct calls from the outside fail but we do have the system connected to a Nortel PBX via QSIG and those calls directly to extensions do not fail.

Ralph

[ralph]

Update on this.
It's a know bug with the 3300.   Fix came out in ver 6.0 (12.0.490 released today.

Ralph

[LoopyLou]

Always hated auto answer in ACD. Had a site where agents used to walk away without logging out. Spent time troubleshooting complaints of callers being able to hear people while waiting to get service.