Cisco Contact Center Express Call Pickup Group

[ositechintl]

Hi,

I am Cisco Contact Center Express 10.x.

The call center setup is working fine, but I am not able to pickup the call where its ringing in the another phone.

Thanks,

Ramesh

[Aaron Harrison]

Hi Ramesh

You cannot use pickup with CCX - it will cause issues with statistics/reporting and possibly more.

If a call is ringing on another agent, that agent will be made not ready if they do not answer, and the call will be routed to another 'ready' agent.

This only becomes a problem if you turn off 'not ready on no answer', and as a result lots of agents that are not ready to take calls are currently set to 'ready'. This effecitvely breaks the system and makes it impossible to effectively route calls. This is usually done in response to a customer's failure to properly train and manage their agents (i.e. they cannot be bothered to maintain their 'ready' state) and by doing this you basically break the system and have created an extremely expensive hunt group. 

Aaron

[ositechintl]

Hi Aaron,

My customer requirement is the another way, if the call is ringing in the another agent, the idle agent need to picks the call, using pickup group.

I can see the Pickup group option in the Contact Service Queues.

I am not worried about the statistics/reporting, please advise us the possible way to use the Call Pickup.

Thanks,

Ramesh

[ositechintl]

Hi Aaron,

In the System parameters ---> Application Parameters, I selected the option as "Ready" against "Agent State after Ring No Answer"

If I change it back to default value as Not Ready and will that help me to perform the Pickup option.

Thanks,

Ramesh

[Aaron Harrison · Accepted solution]

No, it makes no difference. Pickup is 'unsupported' - see the release notes:

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_5/release/docs/UCCX_BK_UBDB029E_00_uccx-release-notes-105.html#UCCX_TP_L1E5B05A_00

I can tell you want to configure pickup regardless of best practice... so let's do that and you can fix it later on... 

Have you added all the agent DNs to the pickup group?

[ositechintl]

Hi Aaron,

Yes I added all the agents and also the Agent service numbers in the same pickup group

But still I am not able to pick the call.

Thanks,

Ramesh

[Chris Deren · Accepted solution]

As Aaron stated correctly pickup among many other PBX features is not supported on ACD lines and because of it you should educate your customer not to use it.  It will lead to many other issues.

Agents only receive calls when they are in Ready state, so why would you need pickup group to pickup a call that is ringing to another agent who is ready, if they forgot to make themselves not ready RONA will kick in (the parameter you found) and make the agent not ready and send call back to queue.