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New Member

Agent real time status changing from Talking to Reserved to Ready while on a call

Currently using:

  UCCX ver 8.0.2

  CAD ver 8.0.2

  CUCM ver 7.1.3

The supervisor noticed that an agent was on Ready but she could hear the agent talking, the Supervisor walked over and confirmed the agent was on an incoming queue'd call. While the Agent was actively talking on an incoming call, noticed the icons were grey'd out and she could not transfer or conference the caller from within CAD.

While the agent was still talking with this caller, the supervisor noted that the agent status kept flipping from "reserved" to "ready". While the agent was on this call, another call dropped into her headset and she had two callers to deal with.

I checked the Agent State Detail report in UCCX Historical Reporter and it appeared that the agent was flipping states every second during this time.

This has been happening for the past year and the only recommended solution to date has been to reboot the agent desktop and they confirm no errors were found on the server during this time period.

Any suggestions?

Thank you in advance, Cindy

  • Contact Center
3 REPLIES
New Member

Agent real time status changing from Talking to Reserved to Read

Our agents are using XP.

Agent real time status changing from Talking to Reserved to Read

Is this happening to multiple agents or just one?

david

New Member

Agent real time status changing from Talking to Reserved to Read

Multiple agents.

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