ACD user in "Reserved" state

Naveen Raj Janardhan · ‎04-23-2008

We have CRS 5.0 express premium and about 10 ACD agents. 1 of the agent

constantly gets stuck in "Reserved" state and unless their phone is reset the agent will

not go back to "ready' state. this starts hapenning at random times mostly. This has never happenned to any other agent.

Any help regarding this will be greatly appreciated!!

dehebert · ‎04-23-2008

Have you turned tracing up for the agent desktop? What is differant about this agent than the other ones?

Naveen Raj Janardhan · ‎04-24-2008

yes, the MIVR tracing has been turned on. This agent is set up just like all the other agents (in terms of calling search space, partition).

Abdulbaseer Mohammed · ‎04-24-2008

check your firmware and tftp settings etc. some times hardware do go bad as well.

Good luck.

Naveen Raj Janardhan · ‎04-25-2008

I have checked the firmware version to be SCCP41.8-3-3SR2S and the tftp setting seem to be correctly setup. However when I contacted my vendor he said that this could be a PC issue. I don't see any relevence to that. any other ideas?