Phones remaining in an Off Hook status

HAPPY NEW YEAR!

We have a Hicom 350E, Call Bridge and 6.5x TServer. Recently, some staff moved from another site (which was also equipped with a Hicom 350E, but not Genesys) and brought their Siemens 300 Optiset handsets with them.

Up to recently, everything was working OK. About 3 weeks ago, a Team Leader noted from CCPulse that one of his staff was being left in an unsual state; “Off Hook” this state could not be released and we in the CTI Team have had to reset the StatServer and TServer to release the blocked status. This has now escalated slightly, as 5 staff are affected in the same area.

We’ve obviously brought this up with both Siemens and Genesys but has anyone else come across this?

Personally, I think it might be to do with the Firmware/Software in the handsets or possibly because some of the handsets do not have a module for headsets. However, I’m not the Service Provider for the telephony environment, just the CTI element, so I’m just guessing.

Any ideas, anyone?

TIA

Tony

Found the root cause Agents were using a pure telephony “Call Pickup” Group to take calls from Genesys Inbound Agents on their own extension. In doing this, Genesys looses sight of the delivered call and places the Agent who did not answer in the “Off Hook” state forever(!) well, at least until you clear them down manually…

To clear them down, make a call to a non Genesys Agent in the same Call Pickup Group and have the Agent (who is stuck in Off Hook mode) answer the call using Call Pickup. When the Agent who has used Call Pickup replaces their handset, hey presto, they are back to Ready again.

Don’t ask me how we found this out…!