ACD Refused ICR Request....

[Zowwie438]

All,

Odd issue here... Say you have a call inside ICM and it's currently active with an agent.

Then you some other CTI application does a snapshot on the device/station that is on the call... ICM gets out of wack and starts displaying an error for ANY CTIOS action (disconnect, hold, retrieve, etc) that reads "ACD Refused ICM Request to take control".

Why is this and how can this be avoided? It's almost appears as if any other CTI application touches a device and/or callObject that ICM is working with... Icm gets confused.

Advise?

Zow

 

[MrToad6378]

Without knowing what the 3rd party tool is and how it was integrated it would hard to give you a solution.