We have IPCC-x 3.5(2) and Call Mgr 4.1(3)sr2.
When a caller comes into script A and presses option 1, agents A answers. Caller pressed wrong option, so Agent A transfer the caller back to script A and presses option 2 then completes the transfer. (call is coming in from the PSTN)
When agent A does this the CAD shows agent A status as reserved and all the buttons on CAD are greyed out. The IP phone shows that the call was transfered but CAD stays in reserved until the caller is disconnected.
Thanks in advanced for your help.
Yes, we are also having this issue. We run Enterprise version 7.12. I thought at first the agents were placing the call on hold. But I witnessed this first hand and found that not to be the case.