On April 15th, 2015 at approximately 10:50am the Contact Centre service experienced an issue that affected some agents, preventing them from going into a Ready state. Users may have received an error stating that “The agent extension is out of service. Ready state change and call control operations cannot be performed.” Unplugging the phone and plugging it back in resolves the issue.
In addition, some Contact Centre agents and supervisors may be unable to receive calls from off-campus on their personal lines (not the queue). On-campus dialing to their personal lines works as long as it’s not from another Contact Centre agent.
We are investigating this issue and will provide an update when we have more information.