Hi All,
We have one Agent that is not receiving any ACD calls.
This person is an operator that has been with the company for a few years now and has been using this same Agent ID since the start. She was recently promoted and now has her own desk instead of one of the shared operator stations. We assigned her an extension that was previously used by another department, and now she does not receive any calls through the ACD queue. At one point she was Ready and Idle for over 3 hours while others in the queue were receiving consistent calls.
Her skills and levels are equal to everyone else that is in the same queue, and I can see from a 'list agent-loginID' that her agent is logged in at her new extension. The only difference is that she is at an extension that was not previously used in this department.
We are using Avaya Aura 8.1.
Thanks a bunch for any help!
We have one Agent that is not receiving any ACD calls.
This person is an operator that has been with the company for a few years now and has been using this same Agent ID since the start. She was recently promoted and now has her own desk instead of one of the shared operator stations. We assigned her an extension that was previously used by another department, and now she does not receive any calls through the ACD queue. At one point she was Ready and Idle for over 3 hours while others in the queue were receiving consistent calls.
Her skills and levels are equal to everyone else that is in the same queue, and I can see from a 'list agent-loginID' that her agent is logged in at her new extension. The only difference is that she is at an extension that was not previously used in this department.
We are using Avaya Aura 8.1.
Thanks a bunch for any help!