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Agent not ready time

I have recently created and implemented my first IPCC call center. I have 4 phones in the design and the agents tell me that their phones will go to the not ready state after 15 minutes of no activity. I know the phones will do this if a call is not answered but haven't seen anything about the no activity. Thanks for any help.

1 REPLY

Re: Agent not ready time

there is a setting for this. Are you using enterprise or express?

IPCC enterprise ICM configmanager has a desktop setting that takes over this also in express check the CRS queue or agent setting.

Baseer.

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