CAD Reserved in 7.01 UCCX to CME

[gadgetjod25]

Hi,

We are having an issue where a client is experiencing random agents going into reserved state after receiving a call from the queue. It can then sit in reserved state for any indeterminate length of time. This does not happen every time either.

Has anyone had any experience with an issue similar to this with uccx to cme integration ?

[Amer rajai Sha'er]

Hello,

I had it before with UCCX 7.0 and it was a BUG.

check these two bugs in 7.0

CSCtc32123   
UCCX 7.x Select Resource Step reaches 1000 step max and fails

CSCsz93333   
Modifying CSQ variable in the Select Resource Step after queuing a
call

Those two caused a group of agents to go to reserve state for like 60 agents causing the calls to DROP.

Before you open a TAC Case , i suggest you Apply UCCX 7.0(1)SR4 , if this is not fixed with the SR4 , i suggest you open a TAC so he can provide you with the ES02 since i am 99% sure that those two will fix your problem.

Please try the SR4 and let me know how it goes.

Hope it was helpful.

Amer