Agent "Ready" - receives direct call - technical difficulty announcment??
This one has been bugging me for a while now.
We run UCCE and CAD.
Agent is "Ready" and recieves a direct call to their extension (not via queue), rings out, but instead of their default voicemail service, it dumps to a announcment "I`m sorry, we are currently experiencing technical problems. We are unable to process your call. Please try again later."
Everything else is running fine, and the agent when "not ready" will process to voicemail if called directly.
Re: Agent "Ready" - receives direct call - technical difficulty
Let me understand this.
You are saying that a direct call to the non-contact center extension behaves differently depending on whether the agent is ready or not.
In both cases the agent does nothing and lets the CUCM RNA timer kick in and send the call to voice mail. But Unity (it sounds like a Unity message) says there are problems when the agent is ready, but it works fine when the agent is not ready.
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