Agent alternates between Reserved and Ready state

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! '''Problem Summary'''
! '''Problem Summary'''
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| Agent alternates between Reserved and Ready state. Transfer fails with reason Busy.
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| Agent alternates between Reserved and Ready state.  
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! '''Error Message'''
! '''Error Message'''
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! '''Possible Cause'''
! '''Possible Cause'''
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| The Busy trigger flag for the device is not configured properly.
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|  
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# If Transfer is failing with reason=Busy then the Busy trigger flag for the device is not configured properly.
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# Agent is not answering the call in specified time (RNA) and in Appadmin,  System->system parameter-> Agent State after Ring No Answer*,set it to “Ready”. (default is “Not ready”).
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! '''Recommended Action'''
! '''Recommended Action'''
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Check the agent's device configuration and configure Max Calls as 2 and Busy Trigger as 1.
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# Check the agent's device configuration and configure Max Calls as 2 and Busy Trigger as 1.
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# Make sure that either agent answers the ACD call in specified time Or change the parameter in Appadmin,  System->system parameter-> Agent State after Ring No Answer*,set it to “Not Ready”. (default is “Not ready”).
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! '''Release'''
! '''Release'''
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| Release 7.0(1)
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| 7.0(1), 8.0(1)  
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! '''Associated CDETS #'''
! '''Associated CDETS #'''
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[[Category:Unified CCX, Release 7.0]]
[[Category:Unified CCX, Release 7.0]]
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[[Category:Unified CCX, Release 8.0]]

Latest revision as of 15:20, 9 April 2010

Agent alternates between Reserved and Ready state

Problem Summary Agent alternates between Reserved and Ready state.
Error Message None.
Possible Cause
  1. If Transfer is failing with reason=Busy then the Busy trigger flag for the device is not configured properly.
  2. Agent is not answering the call in specified time (RNA) and in Appadmin, System->system parameter-> Agent State after Ring No Answer*,set it to “Ready”. (default is “Not ready”).
Recommended Action
  1. Check the agent's device configuration and configure Max Calls as 2 and Busy Trigger as 1.
  2. Make sure that either agent answers the ACD call in specified time Or change the parameter in Appadmin, System->system parameter-> Agent State after Ring No Answer*,set it to “Not Ready”. (default is “Not ready”).
Release 7.0(1), 8.0(1)
Associated CDETS # None.

Rating: 0.0/5 (0 votes cast)

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