UCCX CAD Agent in 'Not Ready' Goes into 'Reserved' State Automatically

[jhoward003]

I have an agent who goes 'Not Ready - 202/Lunch' and about 3-5mins after that, the state auto changes to 'Reserved' and takes a call.
No one is at the agents desk during this time.
I have verified in CAD logs that this is happening; Agent clicks Not Ready, goes Not Ready for 3-5mins, then state changes to Reserved on its own.

Any thoughts?

- Jessica

[Deepak Rawat]

Jessica, in order to investigate this you will need to collect CCX Engine/MIVR logs along with agent debugs and then check why CAD is going to Ready on its own. Opening a TAC case should also be on the cards for an effective Root Cause Analysis of the issue.

BTW, supervisor has the ability to change agent state to Ready as well hence it might be worth to check with him/her.

Regards

Deepak

[jhoward003]

Thank you very much for your reply, Deepak.

Turns out that this was happening due to other agents inside of the contact center dialing this agents extension directly after she logged out for lunch.
The headset button was left on so when the other agents dialed her extension directly it would force the agent state into reserved and then into work timer expired once they hung up.