Agent goes reserved state (ICM 7.0.0)

[foysol.ferdous]

Hi

I am using ICM 7.0.0 with hosted environment.I am facing a problem that is if I make 2 calls .For the first call agent agent can received the call.For the 2nd call its make the agent automatically reserved state with out any ringing .If I restart the PG then again it takes the first call as successful after that Its again goes to reserved state for the second call.

Is here any body can help me out to resolved this issue .

Foysol Ferdous

[Md. Mijanur Rahman]

Hi, I faced the same problem while there was some configuration issue at GateKeeper. Are you using GK? If so, do you have zone prefix there against the dialed number (label)? This issue might arise while ICM reserves the agent for a call but can't find the phone number associated with the agent. Please check the zone prefix where the destination would be the CCM Trunk with GK.

[chandrakanth.shenoy]

Verify the GateKeeper Endpoint registration with the Zone Prefix values for the CCM trunk if the Trunks match.

Regards

Chandrakanth Shenoy