Hi Guys
We are working on CRM 4.0. Our SAP CRM is integrated with third party CTI vendor i.e Interactive Intelligence. All the integration is done and we can see the channels and queue information appearing on the agent dashboard from the telephony system. But the agent workmodes Ready/Not Ready appear on the webclient, but they are greyed out. So we can't activate any particular mode, so we can't simulate any calls. What is the reason behind those workmodes being greyed out.
Your help would be highly appreciated.
Thanks
Hari