Hi All, We have an IPCC(Ent) v6.0 with CCM 4.1 VoIP environment at the call center. The Agents use CTIOS softphone, and we have "Reason Codes" configured to track the Off-Phone activity of Agents. When the Agents have to switch the "Reason Code" from say "Lunch" to "Research", they always have to go back to a "READY" state in CTIOS softphone and back to "NOT READY", to pick another reason code. This poses a problem as the Agent can potentially receive a live call while in "READY" state. Here are the Questions:
1. Is there any workaround for this with the CTIOS Softphone option?
2. Would using the Cisco Agent Desktop (CAD)make a difference?
Thank you in advance.
