Agent alternates between Reserved and Ready state.
Error Message
None.
Possible Cause
If Transfer is failing with reason=Busy then the Busy trigger flag for the device is not configured properly.
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
Check the agent's device configuration and configure Max Calls as 2 and Busy Trigger as 1.
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”).
