DESK TOP AGENT ISSUE

[boynsunited]

Hi everyone

We have a company and one department is used for their contact center space

Problem they are facing is when an agent takes an external call and then transfers it to an internal user the call seems to stay in their que and stops them from taking calls....

I have also got them to uninstall desk top agent and install but this does not help, the downside of this is SODS law when we test it works but happen intermittently

Pleas any help would be great

Attached is a mug shot of an agent who has taken call and transferred

[david.macias]

I would open a TAC case for this, I'm guessing here that there might be some codec issue going on and the call hangs up or if you transfer the call to a Unity VM the call will hang.  However, before opening a TAC I would spend some time figuring out a way to troubleshoot it.

david