Core Issue
This might happen if a dial plan exists that starts with the same digit that the agent's Integrated Contact Distribution (ICD) extension starts with. If the total number of digits in the agent's extension in such a situation is less than the total number of digits configured for the dial plan, this symptom might occur.
Resolution
Make sure that these two things do not happen concurrently:
- An agent's ICD extension starts with a digit for which a dial plan exists in Cisco CallManager.
- The total number of digits in the agent's ICD extension is less than the total number of digits configured for the dial plan.
For additional information, refer to Troubleshooting Cisco Customer Response Applications.
