Jonathan Schulenberg Thu, 05/28/2009 - 07:05
User Badges:
  • Super Bronze, 10000 points or more
  • Cisco Designated VIP,

    2017 IP Telephony

Are these ACD calls or a direct call to the extension? If it's an ACD call and the agent is really Not Ready, open a TAC case.

Not Ready does not prevent people from calling the DN directly. It only stops the ACD subsystem from considering that agent for a call.

javed.hashmi Thu, 05/28/2009 - 21:23
User Badges:

Well its an ACD call and not direct call .Opening a TAC case well right now i cant open a TAC case thats why asked for help on this forum .

david.macias Thu, 05/28/2009 - 23:45
User Badges:
  • Blue, 1500 points or more

I've never seen something like this, not saying it's not possible, can you double check the agent is login in to the right phone?


kre8or2007 Wed, 06/03/2009 - 11:11
User Badges:

I would also make sure the agent didn't close out the application and without logging out, I have this trouble alot with our system

Christopher Nagel Mon, 06/08/2009 - 13:07
User Badges:

Some installations set Agent State to 6 which is Work Ready, when typically the call center personnel are used to having Agent State = 5, Work Not Ready. Perhaps this is where the confusion lies?


kre8or2007 Mon, 06/08/2009 - 13:25
User Badges:

Also double check and make sure some other agent isn't logged in to this agent's extension. I've had that happen on our system and had to track this down in the real time reporting to see what agent is logged into what extension.


This Discussion