07-05-2010 04:30 AM - edited 03-14-2019 06:00 AM
Hi,
I am new to IPCC and am covering for someone today so this could be an easy one.....
I have had a report that 1 user is having an issue where after the wrapup time of 1 minute finishes he is not automatically going back into a ready state - he has to manually select ready everytime. It is happening on every call & only to him.
I have gone through his settings & everything looks the same as his other colleagues - can someone guide me to what i should be looking for?
ICM Version7.5
CTIOS Version 7.25
Thanks
Russell
07-05-2010 06:55 AM
The behaviour is controlled by the Agent Desk Settings which is applied to the agent in the Agent Explorer. Is that what you checked - that this agent has the same Agent Desk Setting as the others?
Regards,
Geoff
07-05-2010 07:28 AM
Geoff,
Yeah checked that he had the same Desk settings, was in tha same skill groups & team as other known working users........should have noted that in original post.
I could ask the user to try on a differnent PC & phone but just wanted to check that i wasn't missing anything obvious first. As far as i'm aware the wrap-up time is applied globally to a group so this is a bit strange......
07-05-2010 10:05 AM
Have you been able to confirm this behavior yourself? I know you said there was a report, but have you actually seen it?
david
07-06-2010 06:28 AM
Hi,
I know where you are coming from......it was reported by a reputable source (remote site) :-)
On further investigation the problem followed the PC & not the user - re-installed CTIOS agent desktop & the issue is resolved
Cheers for the support
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