CCE Desktop Work buttons not updating from CM

[davidsahim]

Hi All,
I have a CCE 5.0. We upgraded the CM and AES to 6.X After this if the agents change works states on the phone or After Call expires and puts the agent back into available mode it is not reflected on the CCE desktop so the agent thinks they are in a different work state as they don't pay attention to the phone itself. Call control works fine. We think the AES CTI event is for some reason not making it back to the XML server. Any ideas?

[droart]

Agent States need to be enabled on the CM. If you do a 'list crm' in the CM and it doesn't recognize the command you don't have agent stated turned on. You will need to make sure you get this license turned on.