11-01-2010 10:05 AM - edited 03-14-2019 06:48 AM
Hello,
I have a few agents who are unable to go to not ready while on an active call from the csq. When they try to go to not ready, they get a dialog box that says "you are on the phone", or something to that effect. I have other agents that are able to do this. I checked the resource configuration in ccx, and also checked parameters in the desktop admin, but I cant find any differences between the agents who can do this, and the agents who can't. What am I missing? Please advise. Any help is greatly appreciated. Thanks.
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11-01-2010 10:56 AM
Have you actually witnessed their actions? Is it possible they are confused between the logout button and the not ready button? It has happened before.
11-01-2010 10:56 AM
Have you actually witnessed their actions? Is it possible they are confused between the logout button and the not ready button? It has happened before.
11-01-2010 11:30 AM
You know, I didn't even think to ask. I tend to give users the benefit of the doubt when reporting issues like this. I will ask and let you know. Thanks.
11-01-2010 12:52 PM
Issue resolved. The agent's DID is also their ICD extension in UCCX. Naturally, the cannot use CAD to change ready states if a call comes directly to their DID. However, if a call comes through the queue, they can change ready states on an active call. I believe this is working as designed. I appreciate your assistance.
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