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New Member

only one agent not getting calls only for one Skill

                   Hi ,

I'm using UCCX 8.5 with call manager 8.5.

My problem is in one application one agent called 'X' is assigned 2 skills 'A,B' and put in into CSQ 'Y'. in this CSQ there are 3 agents.

only agent X is not receiving calls only for skill B.she is receiving for Skill A. other 2 agents are receiving calls for Skill A ,B.

I cross checked the configuration. itis fine. CSQ shows agents as all 3.

please help to troubleshoot the problem

4 REPLIES

only one agent not getting calls only for one Skill

Move your post to the Contact Center section and you will have a better chance for your question to be answered.

only one agent not getting calls only for one Skill

Hi.

Are you selecting agent by resource group or skill level?

If you leave only agent X, what happens to a call hitting the CSQ?

Let me know

Regards

Carlo

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New Member

only one agent not getting calls only for one Skill

I'm selecting resource by Skills.

Now I'm testing with Resource group and leaving only one agent and update you the result.

Thanks for your response

New Member

only one agent not getting calls only for one Skill

Hi, I tested by selecting the resource by resource group it didn;t work only for this agent.i tested by putting only this resource and tested. it plays agent busy prompt even this agent is ready.

any other suggestion to test.

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