05-06-2008 07:44 AM - edited 03-14-2019 02:11 AM
Hey,
I have a little problem that keeps comming up now and then in my CC.I am running Hosted edition.On some Ext. when agents login to cti agent desktop,the agent is immediately taken to reserved state once they click on ready button.Calls are routed to this agent but being in reserved state..the cti then logs out the agent after some time.
What could really be the cause of this? and how do I resolve it permanently?
05-06-2008 09:18 AM
05-06-2008 11:35 PM
Hi,
They are all associated.I thought without the ICM user association the agent can't even login to the CTI agent.The agents can login OK..but they are put in the 'reserved state'.
05-07-2008 03:08 AM
Then the next most common step is to check that the callmanager and ensure that everything is in the right calling search space and/or partition.
david
05-07-2008 04:12 AM
They are all in the right partition and CSS.That was the first thing I checked when I got the problem.And I've rechecked.
05-07-2008 04:18 AM
Try to restart IPCC Node
Or the CRS Engine.
2 ways: Windows Services or on the java serviceability
Rate this post
Hope it helps
Remylpat
05-08-2008 12:08 PM
It will be hard for me to be given a downtime slot...but when I get it,I'll let you know what happened thereafter.
Thanks for the help
05-07-2008 02:51 PM
Hi,
I have the exact same problem. It started occuring on a new call center I just built. We're running 4.05SR2.
The same exact symptoms. This sounds like a bug to me!!!
Thanks,
Amir
05-09-2008 10:44 AM
I'm getting this exact same problem as well on a sporadic basis. I too am running IPCCx 4.05SR2. Just started happening when I upgraded to 4.05SR2 also. I agree it very well could be a bug.
05-09-2008 11:49 AM
I'm opening up a TAC case right now and will update the forum with the results of the case.
Amir
05-09-2008 01:05 PM
Refining this issue a little more closely:
With multiple calls in queue, the agent is placed into a ready state. Agent immediately goes into a reserved state.
With reactive debugging, I can see that the contact is getting moved correctly into the Queue logic of my script.
I'm attaching a jpg image of that portion of the script. Can anyone please review it and see if they can find anything wrong with it???
TIA,
Amir
05-09-2008 01:40 PM
Ok - my issue is resolved and I hope that I can helps others - I had Delay 60 Second objects in my Queue with Interuptible "NO" selected.
The script would put the contact into a MOH pattern for 60 seconds, then an agent would go ready, but because the Delay Parameter was set to "No" interupt, the agent would never receive the call.
Interesting thing is that the agent was being placed in a "reserved" state but the ringtone and call were blocked and never passed to the agent.
Good luck!
Amir
05-19-2008 09:48 PM
Hi guys...I noticed there are particular PCs and phones where this problem occurs.The solutions given still don't work for me.Any other ideas are welcomed.
Sleen
06-19-2008 11:30 PM
hello. Have you resolved problem?
06-20-2008 06:24 AM
This occurs when there is a particular problem delivering a call to the agent. The call flow is this.
1. Agent Becomes Ready
2. ICM Sends a message to the PG to Reserve Agent
3. ICM Send label to the routing client
4. Call Delivered to the agent
If the agent stay's in the reserved state then step 4 is failing this can be for many reasons, Calling search spaces, check the IPIVR CSS/Partitions to ensure it can call the agent extension. Ensure any announcements are set to interuptable, If you are using device targets to deliver calls to the agents, check you have a label for the routing client and that it is correct. The calls that fail will be recorded in the Termination_Call_Detail with a CallDisposition of 1 see if you can find any common elements.
Discover and save your favorite ideas. Come back to expert answers, step-by-step guides, recent topics, and more.
New here? Get started with these tips. How to use Community New member guide