Hi All,
I have recently assigned default phones to my agents and have been advised that the agent still needs to select the phone everyday.
While I have another group of agents who login everyday and the phone connects automatically for them.

While I have read the resource center there isn't in there that aids in troubleshooting. Before I raise with support, would anyone know how can i have the desktop phone connect to the agent upon login?

We are using Polycom VVX 300 desktop phones 

Cheers
#Telephony

------------------------------
Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud
------------------------------

@Darryn Chang are your users deselecting their phones every evening, or do they switch phones around sometimes? My phone retains what I have selected each day, unless I change it. Are they on the Desktop App, Chrome, or are they using SalesForce at all?

------------------------------
Angelia Harper
Avtex
------------------------------

Original Message:
Sent: 06-06-2019 20:19
From: Darryn Chang
Subject: Set user for Default Phone

Hi All,
I have recently assigned default phones to my agents and have been advised that the agent still needs to select the phone everyday.
While I have another group of agents who login everyday and the phone connects automatically for them.

While I have read the resource center there isn't in there that aids in troubleshooting. Before I raise with support, would anyone know how can i have the desktop phone connect to the agent upon login?

We are using Polycom VVX 300 desktop phones

Cheers
#Telephony

------------------------------
Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud
------------------------------

@Angelia Harper Chrome browser users, not deselecting phones, agents remain at same phone, no phone switching, No Salesforce.

So im stumped as to why half of them auto register when they login but the other half have to choose their phone every day.

​

------------------------------
Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud
------------------------------

Original Message:
Sent: 06-06-2019 23:08
From: Angelia Harper
Subject: Set user for Default Phone

@Darryn Chang are your users deselecting their phones every evening, or do they switch phones around sometimes? My phone retains what I have selected each day, unless I change it. Are they on the Desktop App, Chrome, or are they using SalesForce at all?

------------------------------
Angelia Harper
Avtex

Original Message:
Sent: 06-06-2019 20:19
From: Darryn Chang
Subject: Set user for Default Phone

Hi All,
I have recently assigned default phones to my agents and have been advised that the agent still needs to select the phone everyday.
While I have another group of agents who login everyday and the phone connects automatically for them.

While I have read the resource center there isn't in there that aids in troubleshooting. Before I raise with support, would anyone know how can i have the desktop phone connect to the agent upon login?

We are using Polycom VVX 300 desktop phones

Cheers
#Telephony

------------------------------
Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud
------------------------------

Hi Darryn!

Did you ever find reason why agents need to select their phone everyday? We have same behaviour with WebRTC phones on some users.


Br

------------------------------
Rami Mantere
Telia Communication Oy
------------------------------

Original Message:
Sent: 06-07-2019 00:54
From: Darryn Chang
Subject: Set user for Default Phone

@Angelia Harper Chrome browser users, not deselecting phones, agents remain at same phone, no phone switching, No Salesforce.

So im stumped as to why half of them auto register when they login but the other half have to choose their phone every day.

​

------------------------------
Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud

Original Message:
Sent: 06-06-2019 23:08
From: Angelia Harper
Subject: Set user for Default Phone

@Darryn Chang are your users deselecting their phones every evening, or do they switch phones around sometimes? My phone retains what I have selected each day, unless I change it. Are they on the Desktop App, Chrome, or are they using SalesForce at all?

------------------------------
Angelia Harper
Avtex

Original Message:
Sent: 06-06-2019 20:19
From: Darryn Chang
Subject: Set user for Default Phone

Hi All,
I have recently assigned default phones to my agents and have been advised that the agent still needs to select the phone everyday.
While I have another group of agents who login everyday and the phone connects automatically for them.

While I have read the resource center there isn't in there that aids in troubleshooting. Before I raise with support, would anyone know how can i have the desktop phone connect to the agent upon login?

We are using Polycom VVX 300 desktop phones

Cheers
#Telephony

------------------------------
Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud
------------------------------

Hi Darryn,

 Have you checked the settings on the users PC to see if the correct settings are configured - I've noticed sometimes that even the wrong type of headset being selected can cause this problem?

------------------------------
Gordon Thomson
Dialler Manager
Actavo
------------------------------

Original Message:
Sent: 06-07-2019 00:54
From: Darryn Chang
Subject: Set user for Default Phone

@Angelia Harper Chrome browser users, not deselecting phones, agents remain at same phone, no phone switching, No Salesforce.

So im stumped as to why half of them auto register when they login but the other half have to choose their phone every day.

​

------------------------------
Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud

Original Message:
Sent: 06-06-2019 23:08
From: Angelia Harper
Subject: Set user for Default Phone

@Darryn Chang are your users deselecting their phones every evening, or do they switch phones around sometimes? My phone retains what I have selected each day, unless I change it. Are they on the Desktop App, Chrome, or are they using SalesForce at all?

------------------------------
Angelia Harper
Avtex

Original Message:
Sent: 06-06-2019 20:19
From: Darryn Chang
Subject: Set user for Default Phone

Hi All,
I have recently assigned default phones to my agents and have been advised that the agent still needs to select the phone everyday.
While I have another group of agents who login everyday and the phone connects automatically for them.

While I have read the resource center there isn't in there that aids in troubleshooting. Before I raise with support, would anyone know how can i have the desktop phone connect to the agent upon login?

We are using Polycom VVX 300 desktop phones

Cheers
#Telephony

------------------------------
Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud
------------------------------

Hi Rami,

If this is not a bug the only explanation that I can think of would be Free Seating active in your Organization Settings:
https://help.mypurecloud.com/articles/turn-free-seating/

Which browser are you using?

------------------------------
Paulo Mesquita
Spark NZ Trading
------------------------------

Original Message:
Sent: 11-26-2019 11:20
From: Gordon Thomson
Subject: Set user for Default Phone

Hi Darryn,

 Have you checked the settings on the users PC to see if the correct settings are configured - I've noticed sometimes that even the wrong type of headset being selected can cause this problem?

------------------------------
Gordon Thomson
Dialler Manager
Actavo

Original Message:
Sent: 06-07-2019 00:54
From: Darryn Chang
Subject: Set user for Default Phone

@Angelia Harper Chrome browser users, not deselecting phones, agents remain at same phone, no phone switching, No Salesforce.

So im stumped as to why half of them auto register when they login but the other half have to choose their phone every day.

​

------------------------------
Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud

Original Message:
Sent: 06-06-2019 23:08
From: Angelia Harper
Subject: Set user for Default Phone

@Darryn Chang are your users deselecting their phones every evening, or do they switch phones around sometimes? My phone retains what I have selected each day, unless I change it. Are they on the Desktop App, Chrome, or are they using SalesForce at all?

------------------------------
Angelia Harper
Avtex

Original Message:
Sent: 06-06-2019 20:19
From: Darryn Chang
Subject: Set user for Default Phone

Hi All,
I have recently assigned default phones to my agents and have been advised that the agent still needs to select the phone everyday.
While I have another group of agents who login everyday and the phone connects automatically for them.

While I have read the resource center there isn't in there that aids in troubleshooting. Before I raise with support, would anyone know how can i have the desktop phone connect to the agent upon login?

We are using Polycom VVX 300 desktop phones

Cheers
#Telephony

------------------------------
Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud
------------------------------

Hi Paulo, 

Customer is using Chrome. Free Seating is not active so that can't be the reason.

I was thinking could concurrent user license cause it but at least there is no exceeding usage.



------------------------------
Rami Mantere
Telia Communication Oy
------------------------------

Original Message:
Sent: 11-29-2019 07:32
From: Paulo Mesquita
Subject: Set user for Default Phone

Hi Rami,

If this is not a bug the only explanation that I can think of would be Free Seating active in your Organization Settings:
https://help.mypurecloud.com/articles/turn-free-seating/

Which browser are you using?

------------------------------
Paulo Mesquita
Spark NZ Trading

Original Message:
Sent: 11-26-2019 11:20
From: Gordon Thomson
Subject: Set user for Default Phone

Hi Darryn,

 Have you checked the settings on the users PC to see if the correct settings are configured - I've noticed sometimes that even the wrong type of headset being selected can cause this problem?

------------------------------
Gordon Thomson
Dialler Manager
Actavo

Original Message:
Sent: 06-07-2019 00:54
From: Darryn Chang
Subject: Set user for Default Phone

@Angelia Harper Chrome browser users, not deselecting phones, agents remain at same phone, no phone switching, No Salesforce.

So im stumped as to why half of them auto register when they login but the other half have to choose their phone every day.

​

------------------------------
Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud

Original Message:
Sent: 06-06-2019 23:08
From: Angelia Harper
Subject: Set user for Default Phone

@Darryn Chang are your users deselecting their phones every evening, or do they switch phones around sometimes? My phone retains what I have selected each day, unless I change it. Are they on the Desktop App, Chrome, or are they using SalesForce at all?

------------------------------
Angelia Harper
Avtex

Original Message:
Sent: 06-06-2019 20:19
From: Darryn Chang
Subject: Set user for Default Phone

Hi All,
I have recently assigned default phones to my agents and have been advised that the agent still needs to select the phone everyday.
While I have another group of agents who login everyday and the phone connects automatically for them.

While I have read the resource center there isn't in there that aids in troubleshooting. Before I raise with support, would anyone know how can i have the desktop phone connect to the agent upon login?

We are using Polycom VVX 300 desktop phones

Cheers
#Telephony

------------------------------
Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud
------------------------------