Can someone confirm if an agent receives a direct call to his ACD.After the call is over,will the agent continue to be in Not ready or the system should change him back to ready?
Why would you allow non-ACD calls to their ACD line? It potentially sets you up for more headaches in my experience (reporting, issues like you're describing, etc.). You'd have better luck either using a 2nd line (which presents its own challenges) or use UCCE nodes to route the call to the ACD line like your other ACD calls. Just my $.02.
If that's the case, why not use a UCCE-based node like Queue to agent and then this way you can route all calls via UCCE, report on it, only have one line per phone, etc.?
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