Call drop while switching call from IVR to agent

[MaximBudyonny]

Hi,

IPCC 7.0

IVR 3.5

CCM 4.1.3

Call arrives to our IPCC. ICM script puts user to the IVR. IVR script executes (user makes selection from the voice menu).

Then call will transfer to an agent.

Suddenly call drops and agent's software enters "reserved" state and freeze in it.

May the thin 2 MB channel between CCM cluster and IPCC (ICM, IVR, etc) cause this issue?

Average RTT is 37 ms. QoS for VoIP UDP data stream and TCP session control was implemented on a thin channel.

Does CCM and IVR mark DSCP

[lpezj]

Hi,

Have you checked if your Calling Search Spaces and Partitions in CallManager allow calling from the CTI Ports in IVR 3.5 to the agent extensions?

Sometimes has happened to me.

Hope this helps,

Juan Luis

[Chris Deren]

It definitely looks line CSS/Partiton issue.

Chris

[MaximBudyonny]

Hi,

I've also thought about this.

But if it will depends on CSS/Partitions all call have been dropped.

In my case some calls drops while another comes to the agents.

P.S.

CTI route points belongs to the INCLUDEALL-CSS that includes all partitions.

Agent phones belongs to IPCC-CSS.

CTI ports belongs to IPCC-CSS.