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Finesse Agent is in Ready but does not get calls.

I have one Finesse agent who can login to Finesse and go "Ready". However no calls are presented to this agent. Others on the same team are getting calls but this agent is not. I have them reboot the phone and login in/out of Finesse. 

 

They are on the correct team and I can see them in Finesse. 

 

Any ideas on this one?

4 REPLIES 4
rikardkrvaric
Rising star

Is the agent in the right Resource Group?

Does the agent have the right skills?

Hello, 

 

Yes they are in the same MRGP as other agents. 

 

They are skilled correctly to take those calls. They show on the correct team as well. In Finesse they just show as "Ready" on that team but everyone else gets presented a call but they do not. 

Have the agent log in with another, working agent's phone extension and see if they get calls.

That would eliminate if it is something like a device target error in UCCE, or some type of calling search space issue in UCM for instance.

ritdesai
Cisco Employee

hi @ChrisFointno20195 

does the working and non-working agents use the same extension range. if yes, look for ICM router logs and CVP call server logs that will give you big picture...

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