Not Ready State

[netbeginner]

Hello Experts,

We have a cisco based contact center with CCM/CUCM. Facing a strange problem under which callers / calls are landing on the agents who are in not ready state and post few rings on agent ip phone (approx 2-3 rings) call getting auto tranfer to agents who are available ready.

Pl have a suggestion where could be the problem and help to fix the same.

Rgds

***

[anchoudh]

Hi,

If you are refrring to UCCX as the contact center product here, than.

-> ICD calls will not get routed to Agents who are in Not Ready state.

There could be some resona like,

-- Calls might be coming through applicaion like Auto Attendent where in caller is opting to enter the Direct Extension of the   Agent.

-- Please check if these calls are being forwarded from other Agent extensions.

Hope this helps.

Anand

Please rate helpful posts !!

[netbeginner]

Hi Anand,

     Thanks...But here i am posting for "Call Landing to Agent on Not Ready State". Where you are reffering "ICD calls will not get routed to Agents who are in Not Ready state".

Second, in our scnerio ...caller can't directly dial agent extension. Infact calls are getting landed on IVRS first then forward to agent in "ready state" after appropriate option selection by caller for agent help.

Rgds

***