Agent stuck in status Busy Tone

[gnuttisch]

Hi,

Running an OXE whit Rel 10.1.1.

Having some 4039 Agents connected to an eU32 on an vm1 shelf connected via intip2 board.

When the agent have finished the call received via an Pilot, the status changes from Conv.Dir.Call to Pause to Busy Tone.
Then the agent is "stucked" in Busy Tone until the user uses the phone again.

Why is the user stucked in Busy Tone status and not idle?? And its only when the calls is transmitted via the pilot.

Regards

[cavagnaro]

Wrapup time?

[gnuttisch]

Wrap Up is set to nothing, cant be 0 sec, so that field is empty.
Pause between two calls are set to 5 sec.

[cavagnaro]

On agent screen what do you see?

[cavagnaro]

Have you configured the correct music on the queue? Wouldn't that busy tone be a wrong guide configuration?

[gnuttisch]

according to the customer, the screen looks normal.
#5688 available agent.

Then they offhook, set status is Dialing, onhook, set status is idle.

#5688 is the number of the set agent set.

[gnuttisch]

the ccsupervison looks like this,

[gnuttisch]

Have you configured the correct music on the queue? Wouldn't that busy tone be a wrong guide configuration?

Only an waiting guide that you are on hold, nothing else.

[gnuttisch]

The user will still receive an pilot call even if his status is Busy Tone. The problem is that the Desktop Wallboard will not show that user as free.