Agent gets call even if they go Unavailable

[shraavan07]

Hello,

We are recently getting an issue with couple of End Users. They go to "Not Ready State" and calls still ring on their extension. Anyone has any clues? I did RMJTapi Sync. I checked their device in CUCM. They are in proper groups. This is only happening to couple of end users and not everyone. We are using UCCX 8.5 with CUCM 8.5.

Thank you,

Hardik

[Chris Deren]

Are those calls from ACD or perhaps dirct calls?

MIVR logs would need to be evaluated for clues.

Chris

[brian1mcc]

Historical reports could also help you here. Run an Agent Detail report for this agent and for the period where this call comes in. Inbound calls from a queue will be marked with a call type of 'Inbound ACD', calls directly to agent extension will be marked with 'Inbound Non-ACD on IPCC'.

Brian

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