Agents unable to perform Call Transfer using the shortcut button

[abraham23482]

Hello All,

We are facing this same issue for the last 3 days, any help will be truly appreciated.

Scenario : When customer calls in, Few agents are unable to do call transfer using the shortcut button on the CAD Interface. however when this fails they still can manually transfer the call by entering the number as a work around.

This is not happening for all agents and for those this is happening it happens intermittently. What could be the reason. please guide.

[Chad Stachowicz]

This def sounds like an MTP issue.. Are you using software MTP or hardware MTP's on the gateways? I suggest using Software session on the gateways as it won't use DSP and will allow for much more the CUCM itself can support...

Pretty good chance this is the issue...

(Check RTMT and see if you are getting alerts about media resource group list exhausted)

Chad

[abraham23482]

Thanks Chad, I will check this and let you know by tomorrow

[abraham23482]

Cisco Advised that The conference/blind tranfer issue via the shortcut buttons on CAD can be resolved by restarting IPVoice media service in Callmanager. Sometimes these service may hang that could cause the issue.

We have restarted the IPVoice media service in Callmanager. Need to wait till tomorrow morning to see if this resolved the problem.