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Agents getting calls in "not ready" state

Having an issue that as soon as an agent hangs up the phone, they immediately get another call in the queue without wrapping up the previous call and selecting the ready button on the desktop application.

The call log shows both calls as one call.

Does anyone know why this might be happening? Would a large number of callers in the queue cause this?

Using ICD 4.3 and Agent Desktop 4.2.0.16

1 REPLY
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Re: Agents getting calls in "not ready" state

What version of CRS are you using 3.0(1) or 3.0(2)? Also, verify under ICD Resource configuration that you have not configured the agents for the "Automatic Available" state.

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