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Agent state stuck


I have the following scenario happening at customer site:

  1. Agent A receives an inbound call
  2. Agent A transfers his call directly to Agent B who already has an active call (from CTIOS: Single Step Transfer). Agent B is now talking to a customer and has the transferred call in ringing status. On CTIOS there are 2 lines displaying information for the 2 calls.
  3. Customer with Agent B ends the call. The first line displays CLEARED.
  4. Agent B answers the transferred call.
  5. The transferred customer ends the call.
  6. The second line displays CLEARED. The 2 lines are still showing on the agent's CTIOS Agent Desktop. At this stage, the agent state is displayed as TALKING at the bottom of the CTIOS box. Agent B WILL NOT receive a new inbound call unless the pickup button is pressed on the IP phone. The agents are NOT pressing the pickup button....... all the agents are using this trick to take extra breaks!

As a first step, I have installed Maintenance Release 8.0(3) on all ICM components including CTIOS Server and Agent.

This did not solve the issue even though the 8.0(3) Release notes do mention fixing some bugs relating to calls not being cleared after a transfer.

Any other suggestions? Has anyone faced a similar scenario?



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