When an agent changes from a state such as ACD, AUX, ACW, etc., to the AVAIL state, if calls are in queue for the agent's skills, a call will immediately be delivered to the agent. In this situation, agent trace records show AVAIL time as 0 or 1 second followed by RING state and ACD state.

Analysis of the Agent Trace records for these calls indicate agents frequently hang up with little or no ACD talk time. The agent appears to be unaware of the new call's arrival and inadvertently hangs up on the caller when the call arrives just as the agent state changes to available. We have observed this situation with manual and auto-answer agents arranged with ZIP tone and VDN of Origin announcements. It happens frequently despite user coaching. The environment is SIP ACD stations or AAFD Desktops.

This request is for a design change to provide a guard interval configurable for say 0 to 5 seconds during the initial seconds of ACD (talk) time to prevent inadvertent hang-ups. During this guard interval, prevent the agent from releasing an ACD call by any key activity on the telephone or by equivalent action with Avaya AAFD or other suitable agent device; and in response, instead of releasing the call, provide an audible error tone during the guard interval.

There is a system parameter feature option to block hang-up by Auto Answer ACD agents. It's not applicable for SIP. And it applies to the entire call and is too extreme. Blocking hang-ups for the first few seconds of the call with audible error tone as feedback should mitigate the problem.

Please see the attachment for samples of this occurrence.