Hi,
we have:
- ipcc express 3.1(2)
- ccm 3.3(1)
In some cases, the agents go on not-ready for no reason. Let me explain via some examples ( with script steps )
- select step : resourse gets chosen
- connect step : call goes to agent, script ends
- agent hangs up -> no problem, agent stays ready.
- select step : resourse gets chosen
- connect step : call goes to agent, script ends
- agent transfers call -> no problem, agent stays ready.
- we already have resourceLoginId for agent without select step
- connect step : call goes to agent, script ends
- agent hangs up -> no problem, agent stays ready.
- we already have resourceLoginId for agent without select step
- connect step : call goes to agent, script ends
- agent transfers call -> !! problem, agent goes to not-ready state.
Can anybody explain this ? Why would tehre be a difference if we use the select step or not?
Many thanks
