ICD Standard / Agent Desktop Issue

rjrii · ‎10-06-2003

I have read a few posts regarding agents getting stuck in "Reserved" state, however, my issue is a little different.

This issue only occurs with one phone which is a 7960 with a 7914 expansion module. (Not sure that info is relevant)

When the agent that is logged into this particular phone recieves his first call and hangs up, his state remains in the "Reserved" state and Realtime reporting still shows the call as in the queue. The only way I am ever able to get the agents state to change is to make him log out and back in. The only way I am ever able to get the reporting to show 0 calls in queue is to restart the ICD engine.

Any ideas?

adignan · ‎10-06-2003

You should open a TAC case. I had this issue in IPCC Enterprise and TAC said that IPCC agent phones are not supported with 7914's. Whether or not the Agent Extension is on the 7914 or not.