Hello, I have a ticket in with our software vendor on this, but thought I'd post to see if anyone else had encountered this: We have a call center with Polycom SPIP 501 phones that we are trying to repurpose into a Broadworks call center. We are running Broadworks r17sp4. The agents who answer calls float from desk to desk between and during shifts, and the supervisors want to keep statistics by agent, so we are setting up with call center users as hoteling guests and phones as hoteling hosts. I've run into four problems compared to a similar deployment with Polycom 331s, 550s, and 650s: * The phone does not seem to sync its ACD status from the Broadworks server. When the phone boots, it assumes it is logged out of the queue. If the call center agent hasn't hoteled into the phone yet, the phone will update its status when the user hits the login/logout and available/unavailable button, even though the user the phone is registered as isn't part of the call center itself and can't log in or out. * Once logged in, the phone shows its status as 'Available', even though Broadworks shows the status as 'Sign-in'. If the user hits the available/unavailable button, the phone shows its status as unavailable, but Broadworks shows its status as available. If you press it again, the phone goes to available and Broadworks goes to unavailable, and back and forth. Changing the state in Broadworks directly seems to have no effect on the state the phone displays, and changing the state on the phone sets the state in Broadworks opposite to what the phone shows, even if I try to trick it into synching up by setting the state in Broadworks to the same state the phone thinks it's in. * This is the most confounding: There's a red lamp at the top of the phone that is used for a few things, including the ring indicator, the voicemail indicator, and an error indicator. If a call center agent hotels into the phone as a guest while logged into the call center and takes a call center call, the light starts flashing when the incoming call comes in, but doesn't stop flashing when the agent answers the call, hangs up the call, takes other calls, or places calls. The only way to get the indicator to go off is to disassociate the agent with the phone (or reboot the phone). Then, the light stops blinking. This only happens with this specific combination; if I make the phone user itself a call center agent and disassociate the hoteling guest, the light only blinks until the call is answered. If the phone user itself takes a call without a hoteling guest, it only blinks until the call is answered. If the call center agent is associated and takes a direct call by extension, the light only blinks until the call is answered. I also couldn't duplicate this on a Polycom 550, even using the same Polycom SIP software version (3.1.2 rev B) (the 550 does have separate line indicators from the voicemail/error lamp, so that may be why it behaves different). It's only call center calls to the hoteling guest on a Polycom 501. * The display on the phone doesn't display call statistics when a queue call is ringing in like it does with the newer phones. This may just be a matter of the 501 not supporting the interface that Broadworks uses to display them, or the SIP application version not supporting it. I have not tested this with a 550 using the older SIP application version yet. I have some Broadworks application server logs of the stuck ring indicator, so if anyone wants to see them, let me know and I'll clean them up and send them. If anyone has any other suggestions, I would welcome them. Thanks, Nelson Hicks DNS and Web Administrator SOCKET (573) 817-0000 dns at socket.net [1] 1-800-SOCKET-3 www.socket.net [2] Links: ------ [1] mailto:dns at socket.net [2] http://www.socket.net/