IP Phone Agent Timeout

lomonaco · ‎09-13-2006

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

tbramwe · ‎09-14-2006

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

karenclark_brown · ‎09-14-2006

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

miket · ‎10-16-2006

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

lomonaco · ‎10-18-2006

Hi,

What logs are you seeing ?

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

thanks a lot

Andre Lomonaco