Agent get stucked in Reserved State

[jhun_puyong]

HI CUCCE gurus,

Need assistance on this issue. In our remote office, our Sales Team has a linegroup setup, the Sales extensions are part of the linegroup and at the same time its their ACD line when they logged in to Cisco Agent Desktop.

The issue is, when they got a call from the linegroup their CAD state change to "Reserved" and it stuck from that state and nothing they can do to change the state but to logoff, close the apps and log back in.

I enabled debug on once of the Sales CAD (see attached output).

Any troubleshooting tips that you can advise or detailed steps to check from our system.

Our CAD is 7.X

Our CUCCE is 7.X

Our CUCM 7.X

Thank you.

[Dass Prakash R]

Hi Jhun,

Agent stuck in reserved state it means, the ICM has reserved the agent, but the call is not getting delivered to the agent extension.

If you are using SIP trunk, you would probably need to check the CSS and Partitions over the trunk. Also, any recent changes made on the CSS of the SIP trunk you would need to reset the SIP trunk.

The CSS on the SIP trunk should contain the partition of the phone.

Also, you would need to check on the Agent targetting rule in the config manager of the ICM. The agent extensions should be added to the Agent targetting rule

Hope this helps!!!

Cheers,

Dass

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