View Source

After 10 minutes in "Not Ready", agents logged in via a persistent, PSTN-based audio path will have their audio path disconnected. The agent will not be signed out, but will be presented with the option to re-establish their audio path or sign out of the Agent Desktop. This feature does not apply to agents logged in via a VoIP audio path.

Agents are presented with the following message that indicates they have been disconnected due to inactivity:

Spring24 Admin Guide > .Copy of Managing Agent Inactivity vU14 > reconnect2.png

Agents may re-establish their audio path via the Reconnect button or sign out via the Sign Out button.

After being disconnected the Agent Queue page will show the agent as "Not Ready".