06-19-2012 08:50 AM - edited 03-14-2019 10:04 AM
We recently upgraded from a standalone UCCX 8.0 server to a virtualized 8.5. Since the upgrade to virtual the contact center is experiencing something new. An agent will put themselves in “not ready” to make a personal call or call someone internally and when they hang-up they automatically get placed into ready status. Then the phone rings of course.
I compared the Contact Service Queue Configuration settings between old & new servers and they are the same. Automatic work is enabled and wrap up time is enabled.
Is there something different between 8.0 & 8.5 on VM I'm missing? Bug or feature?
Thanks,
Rolf
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06-19-2012 09:09 AM
Hi,
Check the 'automatic available' setting on the resource (appadmin -> subsystems -> rmcm -> resource -> agent). Im not sure why this would change after an upgrade, this setting was there in v8 too.
Accept the default (Enabled) to automatically put the agent into the Available or Ready state after the agent finishes a call and disconnects.
Note When a logged on agent in Ready, Not Ready, or Work state answers a call, the agent's state is subject to the Automatic Available setting.
Brian
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06-19-2012 09:09 AM
Hi,
Check the 'automatic available' setting on the resource (appadmin -> subsystems -> rmcm -> resource -> agent). Im not sure why this would change after an upgrade, this setting was there in v8 too.
Accept the default (Enabled) to automatically put the agent into the Available or Ready state after the agent finishes a call and disconnects.
Note When a logged on agent in Ready, Not Ready, or Work state answers a call, the agent's state is subject to the Automatic Available setting.
Brian
Please rate helpful posts
06-19-2012 10:58 AM
Brian,
I double checked the old server and it had the same default setting of enabled for Automatic Available as the new server. I did a test with the CC supervisor by disabling her Automatic Available and had her get into the queue and take a call, then go into not-ready and place a call. It worked! When she hung up the call she did not go into a ready state.
I don't understand why it would need to be configured differently from one version to the next to make it work properly, or improperly for that matter. I just hope there isn't an underlying issue somewhere else I need to worry about. Tre-bizarre.
Thanks for your help.
Rolf
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