Cisco Agent is changing itself the status from "Ready" to "Not ready" or "Reserved

[sangavi-as]

hi,

Cisco Agent is changing itself the status from "Ready" to "Not ready" or "Reserved.Moreover customers reported that when they try to call user's number they are being transferred to other division.

Regards,

Sangavi.

[Ravi Shankar Pandit]

Hi Sangavi ,

CAD agent will never go in reserve/not ready without any reason . To find the root cause .

Please check agent state detail reports . If call is getting forwarded  to some other number then

please check phone configuration of agent .

Regards

Ravi

[sangavi-as]

Hi Ravi,

Thank you for your suggesstions. The problem is resolved.

The agent had accidentially clicked the Forward button while dialling the number. Because of activating the Call Forward option, the calls are transferred.

Regards,

Sangavi.

[pmahan]

Had a similar issue and, indeed, found that the agent had accidentally hit CFwdALL before dialing. 

[sangavi-as]

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