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Agent unable to receive emails from the queue

 

 

Introduction

 

 

Although the agent is displayed in Email Ready state, the agent is not able to receive emails from the queue.

 

 

Possible causes

 

The following scenarios could lead to the agent not being able to receive emails from the queue even though the agent is in the Email Ready state.

 

1. When the agent receives an ICD call, the agent is placed into an Email Not Ready state. When the call is finished, the agent is automatically placed into an Email Ready state but does NOT receive emails that are in email queue.

 

2. When the agent is placed in a Not Ready state due to a missed ICD call, the agent does NOT receive emails from the queue even though that agent is in the Email Ready state.

 

3. When the agent is placed in a Not Ready state due to an outgoing call, the agent goes to an Email Not Ready state. When the call is finished, the agent is placed in an Email Ready state but does NOT receive emails that are in email queue.

 

Troubleshooting steps

 

1. Manually toggles between Email Not Ready and Email Ready states.

 

2. When the agent is processing an email and a voice call is allocated to that agent, the email will be placed into a Draft state. If the agent does not interact with the draft email while on call, the above described state issues will not occur.

 

3. Disable the 'Resume Email Processing on Voice Disconnect' function from Cisco Desktop Administrator.

 

Related Links

Enable email handling in CAD

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