Ready/Not ready

[joshk]

I have a bcm 400 with contact center. 1 skilleset 3 agents.
Under what conditions is a logged in agent made busy?
Agents are not missing calls and are not pressing the make busy button. But all throughout the day their busy lamp is on.
So i have 3 agants all not knowingly in a busy state and callers waiting for the next available agent.

 

[Pir8Radio]

might want to post in the BCM area, but on my switch if you unplug the headset (the wired headsets with the plug in the middle of the line so they can walk away) will put it in not ready, if the phone rings a few times and no one answers it automatically goes into not ready as well.