Agent State not changing

[T3l3phony]

We are testing call flows to a new site. We are noticing that the agent state in CMS does not change from available when they answer the test call which is made from within the center. IF the test call is made from outside the center, the agent shows in CMS as being unavailable and on the call.

Any ideas??

Thanks

 

[RTMCKEE]

when calling internally are you calling the vdn or, calling the agent ID\station directly?

RTMCKEE

CM 2.1.1
Prologix R9.05
Modular Messaging 1.1

 

[T3l3phony]

We are dialing the TFN, same as from outside (different prefix) the center. I haven't yet determined if it is a problem internally (pbx) or if is a telco issue of some sort.

Local Prefix being (aaa)

We dial TFN from another prefix (bbb)and agent state shows as being on a call. If we dial the TFN from the same prefix as what the PBX is on (aaa), agent state shows as being available.

Thanks