Experts,
We are currently on CRM 701 with EIC (integrated with CTI AVAYA) live in production on IE 8.0
We recently upgraded the support pack level from 11 to 15.
We have a custom CIC with enhancements done in various views.
Currently we are facing an issue with the tool bar radio buttons 'Ready'/'Not Ready'.
1.When the agent has set the radio button 'ready' to recieve phone calls/email/fax.
2.An email/fax/phone call is accepted and the agents stays in the EIC doing various activities like creating interaction record etc
3.While different activities were done by the agent,and tries to end the interaction by clicking 'End' button,the screen gets cleared.
4.The agent is not able to recieve any call further
5.When they try to toggle the ready/not ready buttons on toolbar,it gets greyed out.
6.the user has to exit the EIC and log back in/Refresh the browser to initiate the transactions.
Can someone please guide us what needs to be done to resolve this issue.
Appreciate your help and advise!
Regards,
Nuvan