not ready agent

[netbeginner]

Hi Experts,

We are facing a strange problem in our contact center, Call is getting landed on Agents who are in not ready state. initially we thought that there may be some RONA(ring on no answer) related issue, but we are not finding any value under the same in directory no.

Could any of you pls suggest for reason.

rgds

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[Jonathan Schulenberg]

Start with what product: CCX or CCE and version.

If CCX the only way an agent will be given a call when in a state other than Ready is if someone (including a script using a step other than Select Resource) calls their extension directly.