CUCM 11.5 / UCCX 11.6 - Agents Placed In Reserve Mode Unable To Receive Calls

[Quintin.Mayo]

Hi,

We are facing an issue with our agents being placed in Reserve mode and unable to receive calls.  This is affecting multiple CSQ's.  When an agent receives a call their status is either never moving from reserved OR reverting back to reserved after a couple of minutes. While talking on an ACD call, a second call is routed to the agent (While in reserved status) and will not be rolled over to another available agent. I have found some information that the CTI Port CSS should be the same as the agents CSS? Can anyone assist with this, it would be greatly appreciated. 

Thanks,

[Jinto Alakkal]

Hello,

CTI ports CSS should have access to the Agent Extension partition, can you check whether the Agent partition is listed in your CTI port CSS.

Thanks!

Jinto.