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Agent monitor shows agent on incoming or outgoing call.....

Aug 03, 2015 12:36 PM PDT
Mark Vawter
All-Mode Communications Inc
Agent monitor shows agent on incoming or outgoing call even though phone is idle. These two particular agents out of many have experienced this issue on a number of occasions. I have ruled out belonging to either Hunt Groups or Workgroups as I have been burned by that one before. ;-) The only common thread is they both monitor the same mailbox. One via primary MWI on set, the other via programmable key. The aforementioned Hunt Group issue could be cleared by logging out and back in to be eligible to take ECC calls. The only way I have been able to clear this issue is by moving the set to a different appliance.

Any thoughts?
Thanks in advance.

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