User unable to go "Ready" in AAAD

[jacks196]

We have a new user in AACC, if the user is assigned "Voice" and / or "OpenQ" contact types then all is fine, however, if we then add either "Email" or "Outbound" contact types, once the user has logged into AAAD, the drop-down menu is then greyed out which means they are unable to go "Ready" or "Logoff" etc...

We have deleted the users AACC account and the problem still exists.

Anybody any thoughts?

Ashley

[dupl7]

Hi,

Are you licensed for E-Mail and Outbound...Also have you tested with adding only E-Mail or only outbound and see if one the them is actually causing the issue

[jacks196]

Hi there,

Yes licensed for both and all other users are unaffected, only this new starter has the problem. Adding either Email or Outbound causes the issue.

[vary1]

We had similer issue when moving between contact types. The culprit turned out to be the multiplicity. Our outbound agents are using the POM and when they are set up they defaulted to no multiplicity. when they are changed back they stay that way, and the agents do not behave correctly.