Inconsistent Agent States.

james.techsavvy · ‎10-27-2009

Hello all,

We have a UCCE setup with outbound dialer.Some of the agents are registered to one of the subscribers, which got restarted for some reason.

We moved the agents to another callmanager suscriber and changed device pool.

But after this activity, when calls made through a few of the campaigns, agents are experiencing the following problem with CAD.

CAD will go on Reserved for a minute then will shift to Ready for about 45 sec and then will go to Not Ready, making the agent click the Ready icon once again for them to be queued for a lead to be given to them.

This is causing significant amount of problems in the normal call centre operation and any suggestion is highly appreciated!!!

geoff · ‎10-28-2009

It appears that the reservation call can't come through since the device pool change. Confirm that the dialer ports can dial the agent extension to build the reservation call.

Regards,

Geoff

james.techsavvy · ‎10-28-2009

Hello Geoff,

It seems to be problem with the device pool change as you suggested because it started working fine after it was brought back to normal mode.The CCM Sub was brought back alive and now it is working fine.

But out of curiosity, I would like to know why would it affect the agent status.

The agent state was flapping between ready and not ready.

Thanks in advance!!!