UCCX Agent Reserved State Question

[walker.gordon]

I have a question about Agent reserved state and Queued steps.  When I have an agent in Ready, and place a test call to CSQ, the agent state goes to reserved, the phone rings ( with Finesse pop to answer) and I answer the call and state goes to talking.

But if agent is in NOT READY, and I place a test call to CSQ (w/ hold and delay steps of 60 sec), the is in queue and on Hold, I hear MOH, I make the agent READY, the Agent goes into RESERVED State...  BUT stays in that state until the end of the Delay step (Caller continues to hear MOH). then call is delivered to agent after the delay step ends.

Question is... shouldn't the call be delivered to the AGENT to answer while in RESERVED regardless of what step is executing in "Queued"?  (AND NOT until the delay step ends??)?  Finesse will not prompt to answer call and I can't change agent state when in Reserved.

UCCX ver: 12.5. and Webex Softphone.

[david.macias]

Depends on what you want, sounds like you do want the delay step to be interruptible (go to agent when they become available), so make sure you set this:

david

[walker.gordon]

AHHH  I missed that!  Yes, that's it.  Thank you David!  Usually by default that is set to YES... I must have set to NO by accident when I set the Variable. 

Thanks again.