Agent state reserved when talking

[herus]

Hello Everyone,

UCCX Version is 11.6.1.10000-51 (ES02-24)

I have issue when an agent answers incoming call, cisco finesse state is RESERVED (ideally the state should be TALKING). After call ended the state change to READY.  Answering another new call, the state still same (RESERVED ---> READY). I ask agent to logout and re-login, after that cisco finesse back to normal. (READY ---> RESERVED ---> TALKING ---> READY).

This issue happened random, not all agent experienced. 

Please your help.

Thank you.

[Ibrahim AlQumairi]

What is the phone type and is it tied to Jabber as a shared extension? 

You should follow the Cisco recommended configuration for agent Phones

[herus]

Hello Ibrahim

Phone type is CP-7821 and Cisco IP Communicator, what cisco recommendation should I do?

[Thomas G. Johannesen]

Which browser is the agents using.

Which OS i they using.

Have you checked the compability matrix on browser/Os support

Unified CCX Software Compatibility Matrix for 11.6(1) - Cisco

What is you browser console log saying. ?

[herus]

Hello Thomas,

Since upgrade to Win 11, we use Microsotf Edge (in internet explorer mode) because internet explorer is no longer exist in Win 11.

I haven't yet collect the browser console log, because after agent logout dan re-login to cisco finesse, cisco finesse work normal.

I try to take a look log CCX engine from RTMT, but quite difficult to read the log.

[Thomas G. Johannesen]

Have you tried a Chrome or firefox, and see if the problem still occures. ?

Officiel win11 is not suported (according to the matrix)

Get the agent to use the "Send error report" link in finesse before they logout. Then you can collect the logs on the finesse server

[herus]

Firefox and Chrome not compatible, Live Reporting Gadgets stuck loading.

Okay, I will try to "send error report" when the issue re-occured.

Thank you