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CTI Toolkit

Agent state is in Talking for more than 20 mins even after the call got completed, it should suppose to go Ready state as soon as the call completed. Please let me know what could be the cause for this issue.

 

CTI Toolkit 8.x

UCCE 8.0

 

 

4 REPLIES

Hi,there's no configuration

Hi,

there's no configuration option for that.

Is this the standard CTI OS Toolkit desktop or a custom built one?

G.

New Member

Its a CTI OS Toolkit Desktop,

Its a CTI OS Toolkit Desktop, not a custom/ built.

I am sorry, but this is not

I am sorry, but this is not supported out of the box. If you had a custom built agent application, there might have been a chance of changing the client to force the agent state to ready skipping ACW/Wrapup.

G.

Please confirm that this is

Please confirm that this is what you're saying:

 

Agent answers the call and completes it, but the CTIOS desktop shows talking for 20 more minutes before it clears up. Is that the problem?

 

david

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