This behaviour can be changed by following the steps in the attached document:
Why Does Cisco Agent Desktop Go into Work State after Finishing a Call and Disconnecting
After the Agent finishes a call and disconnects, Cisco IP Integrated Contact Distribution (IP ICD) puts the agent in the Work State Ideally, the IP ICD should put the agent in a Ready State when the agent finishes a call, Instead, the agent is placed in the Work State. The agent then has to manually put themself into the Ready State.
SIP traces provide key information in troubleshooting SIP Trunks, SIP
endpoints and other SIP related issues. Even though these traces are in
clear text, these texts can be gibberish unless you understand fully
what they mean. This document attempts to br...
Please find the attached HTML document, download and open it on your PC.
This provides an easy to use form where you simply answer a few
questions and it will render the proper jabber-config.xml file for you
to copy/paste. There is built in logic to verif...
CUCM Database Replication is an area in which Cisco customers and
partners have asked for more in-depth training in being able to properly
assess a replication problem and potentially resolve an issue without
involving TAC. This document discusses the bas...