Agents Remain in Idle Status after the Idle Timer Period Expires

Symptom

An inbound call queue Idle Timer is set to On, and has a specified countdown (time in seconds) to force agents into Available status after call disposition, however agents remain in Idle status after the specified Idle Timer period expires.

For example, idle time before forcing into Available status is 120 seconds, but even after being idle for 120 seconds, the countdown never begins, and the agent remains in Idle status.

Applies To

ContactNow agent Idle status

Cause

This issue is most often caused when these requirements are not met:

• The administrator has enabled the Idle Timer feature, but Agents did not log out of and back into ContactNow to activate the change for their session.
• Agents did not have the Available after call option enabled in their ContactNow phone (dialer) before dispositioning their latest call.

Resolution

To resolve this issue:

• Agents who were logged into ContactNow when the administrator initiated the Idle Timer feature must log out of and back into the ContactNow phone (dialer) and the ContactNow web interface in order for the Idle Timer setting to take effect.
• Agents receiving calls from their assigned inbound call queue must always have the Available after call option enabled (green) in the ContactNow phone before they disposition a call.