Agent getting stuck in reserved after abandoned ring CSCuv66458

[mariodouglas]

We have day where Cisco Finesse just randomly locks agents into not ready or in reserve. I have researched this issue and haven't came across a solution yet. We are on the latest software of 11.5. We are opening finesse with IE 11 w/ compatibility mode enabled. Some days its a handful of agents in one department,  other day (like today) it most every agent in all of our call centers departments. The only solution we have is to have agent to reboot their phones. Can anyone help?

[KEVIN FANNING]

We have that same problem on 11.5 but ours seem to happen with Supervisors as Agents.  Standard Agents don't seem to have the problem, only Supervisors that take calls. 

Up until about 2 weeks ago, Supervisors had to use Chrome in order to prevent it from occurring.  With the latest updates, it seems that's not even working anymore.

[Ratheesh Kumar]

There are some recent ongoing issues with Finesse/CUIC with Chrome 67 update. You can approach TAC or install the hotfix.

Cisco Unified Contact Center Express (Unified CCX) Release 11.X-CSCvj74116-chrome67 cop file

https://software.cisco.com/download/home/286314216/type/286315794/release/MultipleRelease_Cops

Hope this helps!

Cheers
Rath!

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