Inconsistent agent state on Cisco Agent Desktop

[Ilene.Oidem]

Hi,

First agent went on Reserved status but his phone didn’t ring then the call was routed to second agent after 2 sec. On the Real time monitoring, it showed 1 contact waiting while  first agent is on Reserved status then eventually gets Abandoned. Please see attached screenshot sample. We already upgraded to SR05 version as recommended by Cisco TAC but still did not resolved the issue. Anyone can help me on this? Thanks.

[Phuong Hoai Huynh]

Hi IIene

Hard to comment withour the mivr logs and also CCM logs as the indication that the agent was placed into reserve mode means they were selected for a call however call never arrived.

I recommend continuing working with TAC on the issue, agent logs, MIVR and CCM should be sufficient

Regards

Hoai Huynh