Problem with Agent status

Genesys Cloud Routing
1

Hi,

I’m using Genesys Express 4.1 with Symposium.

I’ve the problem as below :

  1. A agent off hook a analog phone before loging to Genesys Desktop. When he log on the agent status of GDesktop show ready but in CCPulse+ show not ready of next call then call can’t route to this agent.

  2. I set ready state after loging to GDesktop. For digital phone when a agent log on to GDesktop then the agent status of Gdesktop show ready but a digital phone show not ready.

Please advise me.