AACC 6.2 - Idle User Doesn't Receive Calls

[thegenerallee]

I've got an AACC 6.2 system and over the past few days some of our supervisors have observed agents in an Idle status even when the skill set clearly has a call waiting. Any help with this would be greatly appreciated.

 

[effort1584]

We have seen this on some sites too. Please get the latest patches (SP9 with patch 0005). If you are still having the issue then it is most likely that you will need to open a support ticket.