I am having CCM 4.2 and IPCC Express 4.0. The agents are logging using IP Phone agents and not through Agent Desktop.
Now when outside callers are calling the pilot number, whatever skill group they choose, we are getting message like "Agents are busy". But the agents seemed to be logged using IP Phone Agent service.
What can be the issue ?
Please confirm whether the calls are being dropped?
When user logged in, their state is not ready.
You must push on ready button(on the agent) to make them available to answear call.
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