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Explorer

ICM script works but Agents in Finesse stuck on Reserved

We are running ICM 10.5 with Finesse 10.5 ..Created a ICM script where it works fine ..but when call goes to Skill group node ...Agent from Ready state goes to Reserved state ..instead of goes to talking ....after few seconds Agent again go back to Ready state ...I am making any mistake in Script..attached is the script snap & script

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Re: ICM script works but Agents in Finesse stuck on Reserved

please check the below settings.

Check ops console – Dialed number patter static route for agent extension range towards – CUCM, if your using CUSP send it to CUSP Group ( make sure RNA ( RONA) option is not enabled)
Check Dial-peer in VG for agent extension target session to CUCM
Check queue to skill group node - * target Requery Disabled
Explorer

Re: ICM script works but Agents in Finesse stuck on Reserved

Hello Ramamoorthy,

 

There was IP address issue with the SIP trunk created between CUCM & CVP ..after entering correct IP address Script working fine ..n not calls are answered by Agents 

Rising star

Re: ICM script works but Agents in Finesse stuck on Reserved

I had the same problem the other day... turns out it was an issue on the Call Manager side... the SIP trunk was not associated with the correct Calling Search Space
Explorer

Re: ICM script works but Agents in Finesse stuck on Reserved

Hello Omar,

 

There was IP address issue with the SIP trunk created between CUCM & CVP ..after entering correct IP address Script working fine ..n not calls are answered by Agents 

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