geoff@hp.com

[sbatsya]

Hi Geoff,

I need to know one thing that one issue where customer reported  for incoming calls has routed direct to their voicemail even agents are available on CTIOS desktop or sometimes the call will just loop back even agents are available.

Could you please let me know this issue happened because of Agents are not ready mode or something else.

Note:  This is intermittent issue.

Thanks,

Sachin

[david.macias]

I'm not Geoff, but I did save a bunch of money by switching to Geico.

First, if the call was routed through ICM then you should be able to see where it went.  For example, you should be able to see in the router log viewer what extension the call went to.  Once you know that you can check the CTIOS logs to see if the agent was logged in or not.  Once you gather that information it would be easier for any of us to help you out or for you to try and recreate the issue.

david

[geoff]

david.macias wrote:
I'm not Geoff, but I did save a bunch of money by switching to Geico.

Is that you, Stanley?

Regards,

Geoff