We have an issue when the customer disconnects or hangs up from the agent, the real-time display shows the agent as still being on a call. The agent is not put back in state where he/she can take another call. Is there something that agent so do to get back to he/she can take a call or does the system do this automatically? We have Nortel CCM 6.0.
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When customer disconnects call from agent
- Thread starter duvaltech
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Can you check the wrap up timer? This might be adding a delay and the agent is forcing the call.
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