Solved: Agent state stays READY when using their direct primary extension

joerunning · ‎01-07-2021

Finesse agents in READY mode are complaining that when they answer or originate a call on their direct Primary Extension that they are not automatically placed into NOT READY mode. When the agent places an outbound call on their Agent Extension, it does automatically go into NOT READY - OFFHOOK mode. These agents are using NOT READY reason codes.

Call Manager System version: 10.5.2.13900-12

UCCX System version: 11.6.2.10000-38

Thomas G. Johannesen · ‎01-12-2021

Hey joerunning

This it what the documentation says :

When an agent is busy on the secondary Non-ACD line, the agent state is changed to Not Ready if it is configured by Administrator. Agent can also make a call from the Ready state.

This is a setting under the "system -> system parameters" (default is disabled)