Hi Khristy,
First, please check following two kBAs.
http://service.sap.com/sap/support/notes/2190634
2190634- Work Mode changed automatically without any user action
http://service.sap.com/sap/support/notes/2122523
2190634- Missing workmodes in dropdown
=>
As per ICI guide: http://scn.sap.com/docs/DOC-7783 the valid workmodes are as follows:
1 = Logged off
2 = Logged on - ready
3 = Logged on - not ready
>999 = customer-defined workmode values
(all treated as #Logged on - not ready#)
Make sure all your customized workmodes have an ID greater than 999 at CTI side.
2.If this issue only happens on IE11, please makes sure you applied all necessary notes
mentioned in following KBA.
http://service.sap.com/sap/support/notes/2097237
2097237- Usage of IE11 for CRM Interaction Center
3. Please also consider following KBA.
http://service.sap.com/sap/support/notes/1954574
1954574 - CRM IC problems in complex system landscapes (alerts, greyed out ready/not ready buttons, agent dashboard, timeout, worker session)
Best Regards,
Bruce