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VIP Super Bronze

Soft phone state for phones has been changed to Not Ready by the system

Hi,

I have a client whose is currently experiencing the problem below on IPCC 6.0 enterprise edition

Soft phone state for phones has been changed to Not Ready by the system.

The message below is from the pim log on the active icm server.

11:17:21 Trace: AGENT 6238 on Ext:6238 MISSED 2 consecutive routed calls. FORCING TO NOT READY STATE.

Attached is the error message from the PIM.

I am a rookie on IPCC please help

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2 REPLIES

Re: Soft phone state for phones has been changed to Not Ready by

Hi -

I believe this is by design so that calls do not continue to be routed to agents that are not responding.

Ginger

Hall of Fame Super Red

Re: Soft phone state for phones has been changed to Not Ready by

Hi Okanlawon,

Ginger is correct that this is the default behaviour.

When an agent does not answer a call, the default setting is to put the agent in the Not Ready state.

Note - It is not recommended to change the Agent State after Ring No Answer option to Ready since it can result in loops.

Here is the method to change this if you want;

Change Agent State to "Ready" After Not Answering a Call

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_qanda_item09186a0080227b1b.shtml

Hope this helps!

Rob

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