We are observing that UCCE agents are getting new inbound callin finesse when being placed in wrap-up state. Any suggestion would be highly appreciated.
Please make sure that those are first of all UCCE routed call? there might be chances that someone directly calling the agent line and in that case ucce has no control over those calls.
ok so the best bet here is to open up TAC case and work with them. they will find out why the UCCE was not updated with the correct agent status if that was the case and what could be the condition and remediation for this.
I have personally seen this type of issue , when the JTAPI memory was over utilized, PG services were over utilized in terms of memory, the best practices from the servers (TCP offloading etc) are missing and definitely due to some bug.
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