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New Member

Agent state shows Reserved - not Talking

Please - this is a different flavor of all the other reports of agents being stuck in reserved. I have checked all the trouble shooting guides and they allseem to apply to the agent being stuck in reserved while be delivered the call, and never gets the call.

My issue is with one agetn who is presented he call and can answer the call, but instead of going to a 'talking' state, she remains in a 'reserved' state during the call. When she completes, correctly goes into a 'work' state and is fine from there.

What could cause this?

Please note I have reviewed each of these documents:

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a008026e0d6.shtml

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a0080262545.shtml

http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/products_field_notice09186a00801d3aa0.shtml

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a00801c82ea.shtml

1 REPLY
New Member

Re: Agent state shows Reserved - not Talking

Add some delay in the CRS script (3 seconds) before the Accept step to allow enough time for the call transer from Unity to CRS to complete.

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