Hi,
We are facing an issue with our agents being placed in Reserve mode and unable to receive calls. This is affecting multiple CSQ's. When an agent receives a call their status is either never moving from reserved OR reverting back to reserved after a couple of minutes. While talking on an ACD call, a second call is routed to the agent (While in reserved status) and will not be rolled over to another available agent. I have found some information that the CTI Port CSS should be the same as the agents CSS? Can anyone assist with this, it would be greatly appreciated.
Thanks,