Agent need to press '1' when there is an incoming call

As part of the call center, there are many agents who take calls. All except one, had a problem. The need for agent Exception to press '1' every time there is an incoming call. All Agent of COD profiles are configured in the same way. What could be the reason?

The agent has their preference to play an ad. Check their preferences, next to their phone number is a checkbox to play ad. You can also see this in the administration tool on the tab phone agent.

Tags: Oracle

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