Hi,

We are developing a cti application with auto answer feature.
We are using avaya one x agent as the telephony softphone.
Our cti application is logging in an agent and the changing the agent to Idle state.
Now the agent is receiving calls and are auto answered.
The issue arises with 1st call. This call lands on agent but is not auto answered. And once answered the connection gets cleared.
Is there any way to fix it.

When you say "And once answered the connection gets cleared." did the agent or CTI application take any action to clear the first call? or did Communication Manager do it?

What happens with the second, third, etc calls?

Do a 'list trace' at the Communication Manager SAT on the station as it receives the first call, are any denial events shown?

If you manually log the agent in using a FAC or buttons on the phone and then put the station in an on-hook state, what happens to the first call then (when your app is out of the picture)?

What happens if you do the use case with some other form of phone other than one-X agent (like a 96x1)?

Auto answer can be finicky... as the underlying assumption is that the station is in an off-hook idle state (agent sitting active on the headset, but with no active call).

Hi John,

For the rest of the calls, they are auto answered and work fine.
This issue only arise in very first call.
Actually when we login into OneX agent using our application and change to Idle state, the station is on-hook and after the 1st call it turns to off-hook.
And when we bypass our application and login into OneX agent directly, agent state is changed to Idle. This time the station is off-hook

You can use the switch-hook state change request message in DMCC to drive the device into an off-hook state (which will originate a call on Communication Manager). You can then let the call progress through reorder, and ultimately an off-hook idle state, where up on the first call would work the way you wish. Sorry but I don't know of a better way to set the phone up from a third party application for auto answer. Having the agent go off hook manually would basically have the same behavior (a ~< 1 minute interval before the phone enters off-hook idle).