Core Issue
The Cisco CallManager server is offline or the agent's IP phone has reset.
Resolution
To resolve this issue, perform these steps:
- Make sure the Cisco CallManager server is online.
- Verify that the agent's phone is in service.
- Check for LAN connectivity issues, which can result in intermittent connectivity to the ICD and CallManager servers from the agent desktop. If there are any connectivity issues, fix them.
- Clear the DNS table to flush out the entries.
This issue can happen when there is a softphone associated to the same ICD extension. If the previous steps did not resolve the issue, remove the softphone DN from the user configuration. Refer Removing a Directory Number From a Phone for related information.
For more information about resolving Cisco Customer Response Applications (CRA) and Customer Response Solution (CRS), refer to these documents:
Problem Type
Voice applications (CRS, PA, CCM Plugins, CER, CCC, MeetingPlace, etc.)
Customer Response Solution (CRS) Version
CRS 3.x