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When agent state is NotReady, the call also can arrive his desktop!! why?

callcenter
Level 1
Level 1

Recently, I meet a strange problem:when agent change his atate to NotReady, the call also can arrive his desktop, the ip phone ringing , he can talk to the customer,but the agentDesk display not ready. WHY ??????

My system: ICM 4.6.2+ CTIOS4.6 ,Call Manager 3.3 , IPIVR 3.0

5 Replies 5

rnarayana
Level 5
Level 5

What are the service releases on ICM ,ccm and IVR

Thanks,

Radhika

I am install ICM4.6.2 with SR2, call manager 3.3 with spc, CRS 3.03 with spa. any problem??? i have no idea with "service release"?? that is sercvice pack?

dlegrand
Level 1
Level 1

Hello,

My configuration is CCM 3.3.3 / ICM 5.0 SR7 / IVR 3.1

In some cases I meet exactly the same issue. I have really no clue what could happen

Best regards

David

Can you verify whether the agent state change is reflected in the Real Time reports ??

Unfortunaltly I havent the historical of the agent state transition. But I had a look on the ctios logs. The agent went into a workready and ready mode after having made an outbound call. What can change the state of the agent into workready ?

Davif

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