Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: m13suresh on June 25, 2020, 11:19:44 AM

Title: CCPulse+ is showing an agent's status wrongly
Post by: m13suresh on June 25, 2020, 11:19:44 AM

If an agent is 'on-call', but CCPulse is displaying the user is 'waiting for the next call'.
This is happening for only one agent in the group.

Please advise on this.

Title: Re: CCPulse+ is showing an agent's status wrongly
Post by: cavagnaro on June 25, 2020, 02:32:54 PM

Try another SS at CCPulse, check if persist.
If the agent has only 1 DN at its place (check at CCPulse-> Extended Status), then could be another DN creating the status result.
If he has only 1 DN and problem doesn't exists at other SS, then reset SS with issues. If problem persists, check version and network.