We are having problems with are agents queue. Sometimes a call will come in, have a RNA and instead of the phone going to NOT READY status, it continues to display READY. The problem is, the application (Supervisor Desktop) is reporting the correct information (Not Ready) but the phone doesn't. So the agent sits there waiting for a call, and they are backing up in the queue, unbeknown to them. Normal this is not caught until after a large amount of time has passed. A TAC case is opened, engineers are looking into this, but still nothing at this point. In a nut shell, the application is working correctly, but it seems that after RNA, the phone is not syncing with the applications to change the status. If you hit the select button, it automatically goes to NOT READY, but I shouldn't have to do that. With being a medical facility, patient complaints because of long onhold times is growing. I have documentation if needed, 21 pages with pictures to prove what is going on.
I have this problem too.