I recently ran into a situation where agents in a call center that had a Work timer and reason codes enabled where going into Not Ready with a system reason code: 32758 (Work Timer Expired).
The agents and queue were configured so that the agents would become available again after the work timer, and the majority of the time they were. What we discovered, with TACs help was that these were instances of a non-ACD call in or out to the agent phone being active when the work timer expires.
The agent states in a normal scenario would be as follows: The agent is in a Ready state, a call is presented, and they go into the Reserved state while the phone is ringing. Once the call is answered, they go into the Talking state, followed by the Work state when they hang up, and the 10 seconds later they go into the Ready state.
In the cases where we were seeing “Work Timer Expired,” the agent starts in a Ready state, goes through the reserved and talking states as above, and Work when they hang up. Then they either place an outbound call or receive a call directly to their extension, not through UCCX. Once the work timer expires, they are placed in the Not Ready (Work Timer Expired) state for the duration of the non-ACD call, and when that call is completed, they are returned to the Ready state.
In short, assuming the agent and queue are correctly configured with Auto Available, the 32758 (Work Timer Expired) reason code should be read as equivalent to the non-ACD Call reason code.
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Thanks for posting. We were also trying to figure out why agents were in this state yet working calls.
We also have this but can’t say why. its a wrong behaviour because agents don’t recognize that they are not ready
They should go ready again as soon as they hang up the other call. If that is not happening something else is causing the issue.
I was able to reproduce this scenario for ACD Calls.
If the Agent parameter is set Automatic Enable is disabled and the automatic work and wrap up is enabled then the agent transition from work to not ready wrap up timer expiry