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Cisco Bug: CSCvi66375 - Not Ready due to Non ICD does not display for FIPPA agents

Last Modified

Jun 14, 2018

Products (1)

  • Cisco Finesse

Known Affected Releases

11.6(1)

Description (partial)

Symptom:
When answering a call to a monitored Non-ICD line, an agent is set to a Not Ready (reason code 32742) when Change Agent State to Not Ready when Agent Busy on Non ACD Line is Enabled. In CUIC, supervisor, and agent Finesse Desktop the agent will appear as Not Ready. However, if the agent is using Finesse IP Phone Agent, the interface will show the agent as in a Ready state with the option to go Not Ready.

Attempting to go Not Ready on FIPPA will succeed and update the Not Ready state. Attempting to go to Ready again will indicate Error Changing State  Unable to perform the specified operation because agent device is busy.

Conditions:
Change Agent State to Not Ready when Agent Busy on Non ACD Line is enabled and agents using FIPPA
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