Cisco Support Community
cancel
Showing results for 
Search instead for 
Did you mean: 
Announcements

Welcome to Cisco Support Community. We would love to have your feedback.

For an introduction to the new site, click here. And see here for current known issues.

New Member

Agents showing RESERVED when in talking state

I have ICD agents showing RESERVED on the realtime server when infact they are in a "talking" state with a caller. They go back to "READY" right after hanging up so they aren't getting stuck. This is messing up our historical reporting because they aren't getting logged as talking. We are on CRS 3.1.2 with latest service pack.

3 REPLIES
Blue

Re: Agents showing RESERVED when in talking state

I looked through the Bug Toolkit and couldn't find anything related to your problem. I would definately get a TAC case started. Is this happening for ALL agents ALL calls or random?

New Member

Re: Agents showing RESERVED when in talking state

It is happening with all agents regardless of CSQ the call comes through.

Silver

Re: Agents showing RESERVED when in talking state

Hi,

The following note is from Cisco Supervisor Desktop user Guide...

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_1/english/super/deskug.pdf

NOTE: If you select the Desktop Agents node in the Team View pane, the agent states in the summary information displayed in the Data View pane

may not match the agent state icons displayed next to the agents listed under the node. In that case, clicking the Refresh button updates the

information so that the agent states match.

Regards

Yogi

176
Views
0
Helpful
3
Replies
CreatePlease login to create content