Agent cannot work on message 

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Description

The agent receives a message call with the following error: You cannot work on this message as it is currently at agent xxxx.

Action

This problem most likely occurred because the Agent Idle URL and the Agent Alerting URL were identical. That is, the same .asp file was used in the URL (idlepage.asp or mc_agentalert.asp). Remove the Agent Alerting URL or use the correct .asp file.

This problem can also occur if the Message Display URL is in a different domain than the Agent Idle URL�both URLs must be in the same domain.