ekumpel Fri, 03/21/2008 - 05:37
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Sounds like ICM saw the agent ready and tried to deliver the call, but for some reason CM was unable to terminate the call at the agents phone. The reason the agent went idle was that ICM saw it as RONA situation.

david.macias Fri, 03/21/2008 - 06:54
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Make sure the phone is associated with the RM user in the callmanager.



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