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Old 03-31-2021, 04:19 PM
chan445 chan445 is offline
Join Date: Aug 2020
Posts: 3
chan445 has 10 reputation points

Alright, this issue has been happening randomly ever since we started working from home. But if anyone else encounter this issue, this might be a fix. I have only implemented this for a few days, but *knock on wood* I don't jinx it.

In Avaya one-X Agent, go to System Settings, then under the Agent Tab, change "Default Agent state upon ACD connection" from "Auxillary" to "Ready."

This means that when agents login, they'll immediately be in an Auto In/Ready state. So although not optimal, it's better than the alternative. And you can set this for the troubled reps, not for everyone so not really a big deal.
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