Agent gets reserve by icm

[deepakkaushikk1]

Dear Experts,

since last couple of days  we are facing one issue that during the peak hours most of the agents when they wrap up the call they get reserve,state change to not ready and not able to put him ready after some time it automatically comes ready and some time ctios client tool got hang.

request your expertise to resolve this issue.

Br,

Deepak

[Deepak Mehta]

Hi Deepak,

These are not new in UCCE set up ,First and foremost, you need to check if there was any changes in the environment...network changes, Load increased etc.Most likely caused by network issues.

I have listed few main reasons for this which i have seen in our set up .

1) Either your agent PG is running high CPU/memory .

2) Either there is a increased  WAN delay between agent CTIOS --WAN- PG.

3) if Agent- PG is behind the firewall then also we have seen the abnormal  latency.