Answer Button in Finesse

[Jasmine Misal]

Hi, 

UCCX version 11.6.2.10000-38

I have noticed that when incoming calls to the user agent extension I see the ability to answer from finesse but when the incoming calls to the queue trigger. it shows the call as reserved in finesse and I get a notification from jabber of the incoming call but no way to answer on finesse. Any suggestions why this stopped showing up? or what logs I can pull to figure it out?

Thank you

[Ratheesh Kumar]

hi there

Couple of tries,

1. try  restarting CCX Engine afterhours - Under uccxservice -> Tools -> Control Center -> Network Services I 

2. Different browser  ??

Hope this Helps

Cheers
Rath!

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[Jasmine Misal]

I tried a different browser still the same result. I will try restarting the service after hours. Thank you

[bill.king1]

I' a little confused by your statement, so you're saying you can answer the call in Jabber but there's no answer button in Finesse?

Can you include a screenshot? You should be able to hit the answer button in Finesse or (unless you disabled it) be able to click on the toaster notification to answer it as well.

[Jasmine Misal]

Correct, I can answer in Jabber but not in finesse when a call comes in from the queue. Attached is the screen shot.

I have never disabled the answer button. When someone calls into the queue

[bill.king1]

That is strange, if the restarts don't clear out, list out what browser versions you're using. Also, out of curosity, does it work with a regular phone (i.e. not Jabber)?

[Jasmine Misal]

I just restarted CCX engine and it didnt resolve the issue but now I am getting a CIT-22 error when I answer the call jabber and try to transfer or end the call on finesse. I haven't tried using a phone I will give that try tomorrow. 

Browser versions 

Chrome 91.0.4472.124

Firefox 78.11.0esr (32-bit)

I did run the data sync and UCCX. The triggers are out of sync because of the voicemail profiles but the numbers are the same. I will attach the screenshot. Could this be the issue?