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.
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 .
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.
Had a similar issue and, indeed, found that the agent had accidentally hit CFwdALL before dialing.
Find answers to your questions by entering keywords or phrases in the Search bar above. New here? Use these resources to familiarize yourself with the community: