Can't answer call when delivered from CRS (IPCC Enterprise, CTIOS)

[jpsweeney77]

ICM 6.0, CCM 4.1, CRS 3.5

When an agent becomes available and the call is directed to the agents line, it proceeds to ring the line, however when we attempt to answer via the CTIOS Client we receive the following error:

IPCC Error [20069]Unable to perform operation due to current call state – Example. Attempting to conference a call that is already conferenced.

Has anyone seen this message? This is our 4th IPCC enterprise shop and we aren't doing anything out of the ordinary here. It seems to be a bug of some sort but I'm awaiting to here back from Cisco so figured I'd post here. Any help would be greatly appreciated...

joe.sweeney@wachovia.com

[ciscogini]

Check the agent phoen configuration. make sure the the phones Maximum number of calls = 2 and Busy trigger =1

[sandeep pokhriyal]

hi

m also getting the same error.

[prakashj]

I have changed the above settings and still receives the same error ...any othere causes ?? pls help

[sandeep pokhriyal]

make sure that the phone has headphone button enabled.

[claudio_rivas]

be sure that you don't have any other devices with the same DN on CallManager.

I think this is a good hint.

[astanislaus]

We are seeing the same problem. Is there an answer to this if we don't have any other device with the same DN on CUCM

[geoff]

When you logged in with CTIOS, did you accidentally specify the agent's private line instead of the contact center line?

Regards,

Geoff

[AnupamaSetty]

Hi,

I got the same error and also experienced the agent going to 'reserved' state after this error.

This happened when I was testing a remote phone.

So, later realized that the headset button on the phone needs to be switched on to both receive & dial out calls, when being used remotely.

Otherwise, one would see this error.