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Not Ready Agent Desktop going Ready after non ACD call

Greetings

One of our installs is using IPCC Express Standard.

When an agent completes a call, they should go

Not Ready (i.e. automatic work disabled). On occasion, if the agent was performing a non-ACD

call, they will be placed into a Ready state

automatically with out the agent clicking on the

Ready button. This appears to be random. Any

thoughts would be appreciated.

Thanks

Mike Kana

1 REPLY
Blue

Re: Not Ready Agent Desktop going Ready after non ACD call

This could be a bug if it is happening randomly, however you may want to dig a little deaper if you have just complaining of knocking them to ready. What may be happening is they are "Ready" they pickup the phone and make a call or take a direct call, when they hang up it will return them to their prior state which would be ready in this scenario.

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