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  • 1.  New agent is not able to take voice calls but can take chat and emails.

    Posted 11-21-2014 20:13
    Agent has all the required skills. CCPulse voice shows NotMonitored for voice but email and chat show current state. Stat Svr logs show the agent going ready & not ready Running on 8.1.300.09, IWS on a CUCM


  • 2.  RE: New agent is not able to take voice calls but can take chat and emails.

    Posted 11-27-2014 19:21
    Eric,

    Can you open a case for this issue and provide the Stat Server logs you mentioned?  This looks like the kind of specific problem best handled in a case.

    Thanks,
    Roger Farr
    Genesys Customer Care


  • 3.  RE: New agent is not able to take voice calls but can take chat and emails.

    Posted 12-01-2014 14:33
    I was able to resolve this but it required me to completely delete the agent and extension and redo. Not sure why but at least the issue is resolved. Thanks