| Problem Summary
|| A Unified CCX agent is on a call with a second agent who is using an unmonitored extension (second agent is not signed in). The first agent puts the call on hold and the second agent signs in. The held call appears as an active call on the desktop but the agent is on hold on the phone.
| Error Message
|| Agent desktop state is different from it's phone state. If the agent performs the Hold action on the desktop, the agent receives an error.
| Possible Cause
|| In a Unified CCX deployment, an agent who is on a call using an unmonitored extension signs in to the desktop.
| Recommended Action
|| After the call ends, the desktop returns to normal and the agent can perform all call control actions for any future calls. For the current call, the agent must use the phone to perform call control actions.
|| Release 10.0(1), Release 10.5(1)
| Associated CDETS #