Going into not ready while on a call

[Kenneth Mohammed]

Hello,

I have a few agents who are unable to go to not ready while on an active call from the csq. When they try to go to not ready, they get a dialog box that says "you are on the phone", or something to that effect. I have other agents that are able to do this. I checked the resource configuration in ccx, and also checked parameters in the desktop admin, but I cant find any differences between the agents who can do this, and the agents who can't. What am I missing? Please advise. Any help is greatly appreciated. Thanks.

[Anthony Holloway · Accepted solution]

Have you actually witnessed their actions?  Is it possible they are confused between the logout button and the not ready button?  It has happened before.

[Kenneth Mohammed]

You know, I didn't even think to ask. I tend to give users the benefit of the doubt when reporting issues like this. I will ask and let you know. Thanks.

[Kenneth Mohammed]

Issue resolved. The agent's DID is also their ICD extension in UCCX. Naturally, the cannot use CAD to change ready states if a call comes directly to their DID. However, if a call comes through the queue, they can change ready states on an active call. I believe this is working as designed. I appreciate your assistance.