Cant complete call and Reach Agents?

[Hieronymous Merkin]

New Queue

Version 8.5.1

CSQ Established

Agent Added with Skill need by CSQ

Teams Created

Supervisor shows Agents logged in and Ready

Agents in Ready

Call comes in

apparently presents the call to the agent, but then the Agent is immediatley put in to NOT ready and call stays in Queue?

[DrVoIP]

I have seen this issue before when the UCCX is remote from the agent pool.  You might check the device pool and locations to make sure that G711 is allowed across the WAN connection if the UCCX is at one site and the agents are at another?

Peter Buswell
http://blog.drvoip.com

[Chakshu Piplani · Accepted solution]

Hi,

Its a CSS issue, the CSS of the call control group might not have the partition to agents phone.

Even if the CSS does have the partition,just as a simple test try this:

Put the agents IPCC extension to partition. Reset phone ,log back into CAD and in ready state.

Make a test call. Let me know how it goes.

Regards,
Chuck

Please rate helpful posts and identify correct answers.

[Hieronymous Merkin]

I added the Agent partition to othe Call Control CCS and that seemed to fix it!  Thanks for putting me on the right track!!