Agent State Changes to Not Ready After Failover

[Badar Ali]

Hi,

We are facing this problem in our CTI Application that if the agent was in Ready state, after the failover has happened the agent state is changed to Not Ready - Connection Failure. In our CTI, we are using CAXL for the XMPP connection.

However, if we perform the same scenario on Finesse, it maintains its state of Ready. We have tested this on UCCE 12.6 and UCCE 12.0.

[dhiarumu · Accepted solution]

Hi,

Finesse desktop failover saves the agent state before failover and retains the Ready or even pending Not Ready/Ready/Wrap-up states after the failover, by sending the respective state change requests after failover automatically. This has to be explicitly taken care by the clients.

Regards

Dhina