On-call agent timer does not work right

dsalamanca · ‎11-12-2008

Hello,

We have an IPCCX 4.0(2) and there is an issue with the on-call timer: When the agents finish a call, it remains counting, it's like the agent software does not detect when the phone is hanged up for a while. It doesn't go to a work state, it just remains counting. If you hang up the call with the button on the agent application, it does stop the counter.

Do you know what can be happening?

ivillegas · ‎11-18-2008

Timer is controlled by the CSQ configuration. To make this change get into AppAdmin, clicks Subsystems -> ICD -> Contact Service Queues, then click the CSQ that you want to make this change for.