Agent receives call despite being on "Not Ready" state

Unanswered Question
Mar 9th, 2010


My customer runs UCCX 7.0(1)_build168 with UCM

I've attached the screen shot taken from the desktop to show the agent was on "Not Ready" and yet a call was pushed to them.

How can this happen?

How can I stop it happening again?

Any ideas gratefully received.


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Anthony Holloway Tue, 03/09/2010 - 08:41

This is never suppose to happen.  However, I have seen the CSD agent state report not change/update in real time.  Therefore, it's possible this screenshot was taken, and then later the display actually showed the transition from NR lunch, to Read, to Reserved, to Talking.  Can you run an Agent State Detail report for this agent on that date and time?

Otherwise, this looks to be a defect.  Try the bug toolkit, then possible TAC.


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