We have the following situation with a customer: They use Contact Center Express 5.0(2) to distribute calls to their agents.
There was a new user added to the call manager with her phone and end-user, the configuration on these seems to be correct. The phone has a button programmed so that she can login to the contact center express and adjust her "state", this does all work perfectly and her settings are exactly the same as her colleagues.
The problem resides that she is not picked in the contact center express, if everyone logs off from their phone using the button, it says all the agents are busy, the call does not reach her.
I have checked the resource groups and teams and she is present everywhere. The contact service queues (one for dutch and one for french) both have her as a resource, so i'm not sure where the problem even resides.
I'm not experienced with any of contact center express, is there anyone that can lend me a helping hand
I would start out making sure that the user is assigned to the correct Resource Group and Team. If those are correct, I would then make sure the correct skills are assigned to the agent and the compentency levels are correct as well.
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