06-06-2007 04:58 AM - edited 03-14-2019 12:55 AM
Hi
Recently I have agent phones finishing up a call and defaulting back to "not ready". They should be going to "ready".
Any ideas?
Running
CVP3.0
ICM6.0sr3
CM4.1(3)
Thanks
06-06-2007 12:19 PM
Hi there,
are you sure the agents are assigned to the correct Agent Desk Setting?
szge
06-06-2007 06:24 PM
Hi mlong000
I done this before and I can help you
First, open Cisco Desktop Administrator/Desktop Config/Work Flow Group/
Open your work flow group you maked (or "default")
Click on Work Flow
Make new rull with : Event=Dropped, Action=Ready
See my attached picture
If helpful for you, vote 5* for me
06-07-2007 03:30 AM
Thanks for the replies. Yes they are in the correct desk setting. I will try the workflow now.
06-07-2007 03:40 AM
Hi
the desktop admin is on CAD?
I have ctios agent desktops installed.
06-07-2007 04:06 AM
You must install Desktop Administrator
It's in IPCC/plug-in
06-07-2007 04:23 AM
CTIOS does not have workflows. Are you specifying any wrap up time on your desk setting? Is this happening to all agents?
david
06-07-2007 04:47 AM
Yes I am specifing a time of 30 seconds for wrapup. No I have 4 regions. This is only happening in 1. But it is happening for all agents in that region. There is a different desktop for each region.
06-08-2007 04:48 AM
Do this affected agents go into wrap up? Was this working before?
06-08-2007 04:56 AM
yes the agents go into wrap up which is fine. yes it was working before.
06-08-2007 12:04 PM
Take one of the affected agents and assign them to one of the three Agent Desk Settings that are associated with "regions" that are working. Login as that agent. Does the CTIOS Soft Phone now work?
If so, the problem is with the Agent Desk Setting. Compare carefully ones that work with ones that don't.
If not, I'm struggling to help.
Regards,
Geoff
06-12-2007 01:25 AM
Hi all,
thanks for your replies to this odd problem. Going with the nature of the problem, the solution is just as so. A reboot of the whole system has fixed the problem.
Thanks
Michael
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