Agent Desktop call duration active ?

Question

Experts,
         Agent user email conversation.   
"This has happened to me when I miss a call that comes thru the agent.  I'm not on the other line or anything.  Doesn't happen all the times,
The only way to end the call is for me to log out of the agent then it gives me a pop up window which I have below as well."
Any idea please? Thank you and appreaciated.

Answer 1

I have seen something similar to this before.
Someone put a long timeout on the select resource step, I think around 1800 seconds (30 minutes).
The Agent would go to reserved and their phone would ring. If they did not answer the call then after a little over two minutes the agent state would return to Ready but their phone would continue to ring with the ACD call. They could answer the call but when they hung up the CCX would be in a strange state as it had lost track of the call. The only way to recover was to logout and back in.
I would think Cisco has had problems in the past with Agents getting stuck in Reserved and have put a timer on the Reserved state.
Check the timeout on the select resource step in the script and make sure it’s not more than 60 seconds.
Graham