- Silver, 250 points or more
We have a few UCCX agents complaining that when they end a call, then occasionally receive another almost instantly and do not enter a Work state (from which they normally manually make themselves Ready again).
Looking at the Agent State Detail report for around the time the problem was experienced, it shows that instead of the normal Agent state changing from Talking -> Work -> Ready -> Reserved, the agent enters a Reserved state immediately after the Talking state (presumably when the first call ends).
This can happen to multiple agents, although it seems to be more common with a few particular agents. We are not getting similar reports from agents in other contact centres (CSQs) hosted on the same UCCX cluster.
What might cause the state transition described? We're using UCCX 4.0(5) with CCM 4.1(3)sr2.