Hot Desk Auto Connect issue

[dfleschute]

Our agents have autoconnect enabled.  We just switched from Xarios Hot Desking to the Mitel licensed Hot Desking.  The first call received after exiting DND rings, and must be manually answered, instead of being sending a tone to the headset and connecting.  Has anyone had the same issue and found a resolution?

[emueller]

This is normal operation (as designed). The first call must be manually answered, after that, calls will auto connect.

[dwayneg]

The logic behind this being normal is that it prevents a call being answered automatically at a desk where the agent isn't actually sitting.  Very important if you're if a Call Router rule or a supervisor running CSM logs an agent in.

[dfleschute]

The logic seems flawed.  With the exception of a supervisor removing someone from DND remotely, if the agent removes themselves from DND, the agent must be there.  Can this be found in any of the documentation?  That will allow me to prove it before a disbelieving Call Center Manager.

Is there a way to bypass this.  It is the Call Center Manager complaining.  Another flaw in the logic.

[dfleschute]

Found it in System Flags.  Thank you, gentlemen.