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New Member

IP Phone Agent Timeout

Hi everyone,

Some agents (IPPA) in my Contact Center IPCC 4.0.4 are saying that their states change from Ready to No Ready after some time without receive any call. Is that possible?

If not, I think probably they receive a call and not answer that call. Is there any way for me to see and prove that in the CRS Historical Reports ?

Thanks a Lot

Andre Lomonaco

4 REPLIES
Bronze

Re: IP Phone Agent Timeout

Andre:

If your agents are in a specified skill group you can check the log for calls offered vs. calls answered.

Hope that helps.

Tom

New Member

Re: IP Phone Agent Timeout

Also make sure that these agents are not using call pick up. I've seen this do some funky things with ip phone agent.

New Member

Re: IP Phone Agent Timeout

I have the same thing with 4.0.3.. SOme agents are saying that they are going not ready for no reason. In the logs I see a reason 32763.

I am not sure why thos is happening

New Member

Re: IP Phone Agent Timeout

Hi,

What logs are you seeing ?

I will check if my agents reason change is the same of yours.

thanks a lot

Andre Lomonaco

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