Removing an agent from a campaign changes that campaign’s membership. It does not delete the SIP line or the person’s Portal account. If IllyVoIP reports that the agent is busy, first finish or release the work that belongs to the campaign instead of trying to bypass the check.
1. Identify the membership and current work
Open Campaigns and manage the intended campaign with an account that can edit it. Check its calling mode and assigned agents. Select the exact member you intend to remove; similar display names are not enough to identify the correct SIP line or account.
Coordinate with the agent before changing membership. Inspect whether they have a reserved contact, an active call or unfinished wrap-up in this campaign. An apparently idle handset does not prove that no campaign work remains. A contact can stay reserved before a call starts or while the outcome still needs saving.
2. Stop taking new work through the appropriate controls
Agree how to stop assigning new work while the current item finishes. Use the relevant agent/campaign controls for that calling mode and confirm the displayed state. Pausing a campaign is a broader operational decision and does not itself prove a live conversation has ended. Do not hang up on a customer merely to make removal succeed.
3. Resolve each type of busy state
- For an active call, let the responsible agent complete the conversation through the normal call controls and wait for its ended state.
- For a reserved contact that has not been called, use the workspace’s offered release/finish action when appropriate, or complete the intended work. Do not change a customer outcome to a false result just to clear a reservation.
- For wrap-up, save the actual disposition and required note or callback details. Complete the offered wrap-up step and wait for confirmation.
- Recheck the same campaign and agent. If the state remains unclear, keep the warning and contact Support; do not delete the SIP line as a workaround.
4. Save the membership change
Return to the campaign’s assigned-agent controls, remove the intended membership and save the reviewed campaign change. Check that the other selected members remain correct. The service can reject removal if work became busy again between your check and the save; that is a reason to recheck the agent’s current state, not repeatedly resubmit.
The busy message explicitly covers a reserved contact, an active call or unfinished wrap-up. It does not identify which condition applies by itself. Use the workspace and campaign activity to distinguish them.
5. Verify the result and team readiness
- Reopen the campaign and confirm the removed member is absent and the remaining assignments are correct.
- Check the remaining team’s availability and calling readiness before resuming normal operation. Membership and readiness are separate.
- Confirm that any agreed callback or saved outcome is still present for the customer whose work was completed.
- Review other campaign memberships separately if the agent is leaving more than one campaign. Do not assume this operation removes them everywhere.
When removal still fails
Record the campaign reference, intended agent reference, visible warning and time. Include the relevant public call reference where available. Avoid resetting contacts to New, deleting outcomes or recreating the campaign to clear a busy guard. Those actions can make customers eligible for another call and obscure what remains unfinished. If you also need to retire the user or SIP seat, do that later through its own reviewed workflow.
Related guides
Reviewed 12 October 2026 against the current IllyVoIP controls, implementation and applicable references. Available options depend on account permissions and service state.