Agent getting Not Ready after taking call

[Sheraz Saeed Lodhi]

Hi all,

we are facing an issue at one of my customer site, call come on to CTIOS Agent desk top and agent pick the call but once the customer or agent disconnect the call his state change into Not Ready while he suppose to be in Ready state automatically.

we are using ICM 7.1(5). System is in production mode and was working fine before. No configurational changes were made.

Any help would be appreciatable.

Thanks inadvance

[david.macias]

Is this for all agents or just one agent?  Can you confirm the agent desk setting for this agent?  Also, can you confirm from the CTIOS server that the state is actually not ready instead of ready?

david

[Sheraz Saeed Lodhi]

Yes this is happening for all agents

[Irfan Tariq Javed · Accepted solution]

Sheeraz

Go to Agent Desk settings explorer & go to option Work Mode on incoming set it to "Required with wrapup data" this will solve your issue.