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Presence in Contact Center and Agent Desktop

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Voice99

Voice99

IS-IT--Management
Mar 20, 2014
59
US
Is anyone using Presence w/Agent Desktop?

We just got it last week and I've noticed that the Availability field only shows Available or Online. But when someone is on a call, it doesn't change. The only field that changes is Phone State and it's either "on hook" or "on a call".

Is that normal?

We noticed this because we have 1 agent showing Available but they're not in the office.
 
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