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.
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.
SIP traces provide key information in troubleshooting SIP Trunks, SIP
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