Hello All-
Ocs is not able to track the agent status, Agents are ready but it shows, waiting agents.
I observed, once we change the status of agent to “not ready” and then back to “ready” , OCS will send the calls to that agent.
Agents status work fine for inbound calls,Not able to figure it out whats wrong?
any ideas pls?
It may depends on several factors..which version of OCS are you running? Could you post an excerpt of its log file?
I would recommend taking a look at the following options and thier defination in the OCS reference manual, as I think your problem most likely lies here:
engaged_release_action=soft_call_work
inbound_answer_action=soft_answer
inbound_release_action=soft_call_work
internal_answer_action=soft_answer
internal_release_action=soft_call_work
login_action=soft_not_ready
login_ignore_queue=true
outbound_answer_action=soft_answer
outbound_release_action=soft_call_work