Agents stuck in reserved status

[rpidcock@bankrcb.net]

Looking for assistance with agents getting stuck in reserved status.  This has been an ongoing problem that happens randomly.  

Cisco Unified CCX Administration

System version: 12.5.1.10000-31 (ES03-93)

The problem is very random and cannot be consistently reproduced.  Agents are using Webex App (Version: 41.8.0.19732) as softphone.  We have also seen this happen when agents were using the Jabber client as softphone.  Have opened TAC case but have not had success resolving this issue.  Wondering if anyone else has seen this behavior and can offer up any suggestions.  Our CUCM version is also 12.5

Cisco Unified CM Administration

System version: 12.5.1.11900-146

[Dennis Hackenbracht]

Hi,

this can be caused by misconfiguration of the device, eg call forward, remote device, shared line or something like that.

In other cases we have seen this at smaller locations with less bandwidth or codec missmatch configured. 

You can also try reassigning the phone to the jtapi user. Sometimes this helps, too.

When the agent does not receive the call, only signaling in Finesse via CTI, it means the call cannot be delivered to the agent for some reason.

Hope it helps, please let me know your findings.

Dennis