Agents go email not-ready when off-hook

[rayellington]

Does anyone know if it's possible to prevent the Client Agent Desktop from going email not-ready when the phone goes off-hook? It's apparently designed that way from looking at the documentation but I foresee everyone forgetting to go back to email-ready after finishing a call.

[Jonathan Schulenberg]

That is not correct. When you end the call the agent should return to an email ready state. You don't state the version of CCX you are running; however, there have been a lot of bugs in the 8.0 release. For example, in 8.0(2) it would not return you to an email ready state after making an outbound call but it does again in 8.5(1). I suggest you upgrade to 8.5(1) if you haven't already. CCX 8.0 may actually qualify for epic fail status.