IPCC Agents can log in to CAD but cannot receive ICD calls

[TCC_2]

Core Issue

If agents are not included in the correct resource group that is associated with the Contact Service Queue (CSQ), they are unable to receive calls.

Resolution

In order to fix the problem, associate the agents to the correct resource group associated with the CSQ.

Refer to these documents for more information:

• The Creating, Modifying, and Deleting Resource Groups section of Provisioning Cisco IP ICD
  
  
• Diagnosing and Correcting Cisco CRA Problems
  
  
• Cisco IPCC Error Codes
  
• Frequently Asked Questions