Hi,
The issue might be due to the Consult Transfer is
failing. This is typically the result of the CCM cnfg not allowing the call to be placed between the CTI Port and the Agent or the Caller and the Agent.
Since the phone isn't ringing, it would appear to be an issue between the CTI Port and the Agent....
Here are some tips on what to look for that I have extracted from a document I am writing. Please let me know if it is not helpful:
CCM CNFG DEPENDENCIES:
The CRS server depends on CCM being properly configured. In order to properly setup the CRS server, you must first configure the CCM.
The JTAPI Subsystem and the ICD subsystem both authenticate to the CCM as users. You must add a User in the CCM for the JTAPI Subsystem on all
CRS servers. On CRS servers with ICD, you must add a User in the CCM for the ICD (RM JTAPI) Subsystem. The users will also have Associated Devices.
In the case of the JTAPI User, the devices will be the CTI Ports and Route Points. In the case of the RM JTAPI User, the devices will be the devices that
the ICD Agents extensions are on.
USER Associated Devices
JTAPI CTI Ports, CTI Route Points
RM JTAPI ICD Agent Devices
Key Points:
When configuring CTI Ports and Route Points for use with CRS, the following points must be understood and properly configured to avoid
call routing issues.
All calls that are sent to a CRS Jtapi Trigger are handled as follows:
Call is signaled to the CRS via the Route Point.
CRS determines which CTI Port to accept the call on.
The CRS requests the Call Manager to reroute the caller to the CTI Port via a Redirect.The CRS accepts the call on the CTI Port. At that point, the call can be answered by executing an Accept step in a
script or it can be rerouted by performing a Redirect step in a script.
The CRS has two Call Control capabilities available:
Redirect
Redirects are performed when a CRS script executes a call Redirect step, or when an ICM system sends a Connect request to the CRS to send a queued call to a destination label. When the Redirect is performed, if the Call Manager destination is available, the call is immediately sent to the CCM and released from the CTI Port.
Consult Transfer
Consult Transfers are performed as part of the Select Resource step when an IPCC Express system sends a caller to an Agent. Using the Consult
Transfer provides the CRS with the ability to keep the call in queue in the event that the Agent doesn't answer and send it to another agent
when available.
Key Points:
One must be certain that they have considered how these calls are set up when they configure the Call Manager devices. If any of these configuration elements are overlooked, it can result in transfer and redirect failures that can be difficult to isolate and correct.
CSS
Every type of call will be using a CSS to determine if it's allowed to be established to a device based on the devices partition. Any CRS script that uses a Redirect Step will use the CSS that is
defined on the CTI Port Group page for the CTI Port's Jtapi Call Control Group, in the field called "Calling Search Space for Redirect". This
includes the GED-125 redirect that is done, even though it isn't an exposed script step, internally by the CRS when an ICM system sends a
CONNECT request with a label (DN).
The choices are:
Call Manager Default (Calling Party)
Calling Party
Redirecting Party
Regards
Yogi
