Win - WebEx status stays Active while user is away from Computer

[PerryCamacho]

I know they have a bug case open on this. I'm hoping some of you may be able to help. According to the bug case, CSCwb62156, it's supposed to get fixed in WxC ver. 42.7. So, here is the scenario that's occurring. When a user leaves their desk/laptop/PC and it changes the status of the user to away on the Laptop/PC, Webex Control hub still shows them as green and available. So, instead of calls overflowing, it tries to present the call to a non-available user. This is causing major issues for anyone using call queues in WxC. Does anyone know if or when they will have a fix or a workaround?

[PerryCamacho]

My apologies, I should've been more clear. I had already added bounced calls in the CQ's, but it doesn't set them to unavailable. This is basically, if I lock my computer, WxC should recognize that and set the user to unavailable. My customer doesn't want them to have the ability to leave the queue. I may tell them to tell their users to manually set themselves before leaving their desk.

Thank you again for your help.

[wajidhassan]

In Control Hub, locate your Call Queue settings and:

• Enable the “Bounced call” agent policy (if you're using Customer Experience Essentials – CXE).

• This prevents calls from constantly re-ringing unavailable agents—after a defined number of rings or timeouts, agents will be marked "Unavailable" automatically

• This doesn't correct presence, but it prevents missed calls from piling up.

2. Train Agents to Manually Change Status

Until the bug is fixed, agents should manually switch their presence status (e.g., to Blank or Do Not Disturb) when leaving their desks.

It’s not ideal, but it’s the only way to prevent wrong-status routing flows.