A contact center was just upgraded to CM3.3(3) and ICD 3.1(1) from CM3.2(3) and ICD 3.0(2). We're having some issues with agents getting stuck in reserved or Not Ready states. The only way to get them back into a Ready state seems to be if they log out and then log back in.
Are there any docs/tips on how to troubleshoot this? Or is this possibly a bug?
Take a look at the Release Notes on CCO for IPCC Express (formerly IP ICD) 3.1(2). There are bug fixes for agents getting stuck in Reserved or Not Ready states. You should order the upgrade and be sure to go to CCO and download Service Release 1 after upgrading.
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