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Community Member

Agent State for Incoming Calls (Non-IPCCx)

Hello,

We have run into a small issue that I have received some questions on and I haven't been able to find an answer. Here is the situation as described by one of our supervisors.

We've had an occurrence that we like to get a better understanding of:

• Client logged into Agent software

• Client in ready mode

• Inbound call to extension xxxx - not an ipcc call

• Agent software switches to not ready mode

• Inbound call terminated

• Agent software switches back to ready mode.

That's the typical scenario, but there seems to be a specific time limit where that Agent software will not return to ready mode after the termination of inbound call to extension.

I haven't been able to find any timer related to this. From what I can see about half of their calls that come in are either DID or someone dials an extension directly from a main prompt.

We are running CCM4.2.3sr3 and IPCCx 4.0.4sr1.

Any ideas?

Thanks,

Eric

1 REPLY
Silver

Re: Agent State for Incoming Calls (Non-IPCCx)

Hi,

I've tested it, but on IPCC 4.0.5 and during non-ipcc call agent is not ready (you can differentiate non-ipp call and manual not ready using reason codes), after this call agent goes back ready. it doesn't matter how non-ipcc long call is.

--

regards,

PK

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