Figure out which queue the call is going to. Go look at that queue and determine what skill sets are required to answer that queue. Keep in mind that if you list TWO skill sets, an agent must have BOTH to be able to answer the call (it's an AND thing, not an OR thing).
Make sure your agents have those skills. Then make sure the agents have (1) logged in and (2) make sure they push the button to make themselves ready. That latter is a big one to bite you on a new install.
It is working now. The agent wasn't ready. To an agent be logged in he needs to have Cisco Agent Desktop (Ready)? If Cisco Agent Desktop browser is not even opened would IP Phone Agent be enough so the agent could receive calls sent by the CCX CTI port?
If the agent is using IP Phone agent, they would not be using the agent desktop at the same time. Once they log in via IP Phone agent, they still have to make themselves ready (button on the phone though at this point) before they will receive a call.
I'm not able to access my old voice mail messages all of a sudden. The recording says something like 'the message is currently not available'. This has never happened before in all the years I have been using this system. I have t...