Agent State

[nomster123]

hey guys. I am experiencing some issue in one of my lab

When the call goes to agent, his state turns to not ready during the call while I want it to be ready(pending) . Also when the call finishes , it again turns to not ready and I want it to remain ready after call. Please suggest, have gone through the documentation , its kind of urgent and unable to find the option.

[Kubig]

All depends on used type of switch. In case, when you are using SIP server, the SIP server should set the after call agent state equal to agent state before makes the call.

[nomster123]

Thanks for the reply Kubig, yes I am making outbound calls and yes using SIP server. But the agent state does change during the call and remains like that. just as i mentioned in the above post. anything that needs to be changed in IWS?

[cavagnaro]

As kubig said, check your PBX/Switch. Check TServer logs to understand who is sending those commands or if are natural event from your Switch. IWS is just a front-end