Agent cannot get incoming call

[Yangjp715]

Hi All,

We are currently experiencing the issue that all IPPA agents cannot get incoming calls. All agents are logged in and in ready status. CTI ports are registered in CUCM. All services are up and running in UCCX. Is there anything in CUCM and the UCCX i can check?

Thanks in advance!

[Aswin S]

hi,

Need to know, this is a new deployment or incident occured in a working script?

Outgoing calls are working fine?

What is the message getting while calling this application trigger?

Please check the following,

1)  CSS and Partition of CCG in UCCX

2)  Skills assigned to Agents are correct with priority to attend the calls

3)  IP Phone/ Jabber CSS and Partition in CUCM 

[Yangjp715]

This is not new deployment. The IPPA agents of other call center are working fine. All agents with the proper skill in CSQ. The call passed select resource, but no agent get the call, then went to voicemail option.