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Old 11-27-2015, 06:26 AM
hill23 hill23 is offline
Hot Shot
Join Date: Nov 2011
Posts: 15
hill23 has 10 reputation points

Hi Christian,

I can't open your attachment, but can suggest 2 possible reasons for what you are seeing.

Even with the Call Force Delay set to 0, I have seen instances where an agent is able to hit Not Ready when they get the bleep advising of an impending call and thus knock the call back into the queue. Easiest way to check for this would be to run the CBC stats and look at the reason why the call was returned to the queue. You can also confirm this by looking at the AML traces, as they actually tell you if the agent pressed not ready.

The other option that may be applicable is if you are using IP sets, and in that scenario it may be that there is insufficient Bandwidth or DSP resources on the CS1k. In that case the switch sets the agent to Not Ready, again you can identify that scenario in the AML traces, as you'll see Call Can't terminate to the agent after a request to present the call.

Hope that helps.

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