We are using Callmanager 4.1 and Customer Response Solutions 4.0. We are using Extension Mobility for routing in our call center. Based off of if anyone is logged into the phones in the call center, when agents log out at the end of the day calls get routed to the calls to the customer service counter instead. Until about a week ago this has been working properly.
Now when agents log out the system Cisco Superviser Desktop is showing them as being logged in and unavailable and it is still routing calls to the call center when no one is there to answer. As a workaround we have been having to use Superviser Desktop App to Force Removal of the users at the end of the day. We have not made any changes to the routing that I am aware of.
If someone help get me started on how to troubleshoot this or if someone has seen this problem before I would appreciate any help.
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