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Old 04-17-2015, 01:47 AM
geige1 geige1 is offline
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Join Date: Apr 2015
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first of all thanks for Your answer.
I have to explain the situation more detailled. The Agent is using One-X Agent for communication with customer and changing ACD states (no IC Agent or something like that).
But: The Agent is NOT logged in to ACD via One-X Agent but through a CTI application which is connected to IC (in this case the Avaya SAP connector). We found out, that neither the SAP connector is nor One-X Agent is responsible for this behaviour. It is something "inside" IC.
Every Agent in the Call Center, who is logged in via IC has this Problem. All other agents, which log in to ACD using One-X Agent can easiliy Switch from AUX to ACW.
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