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Inbound calls not presented to agents

Lisa Lytle
Level 1
Level 1

‎11-17-2010 06:35 PM - edited ‎03-14-2019 06:54 AM

Inbound callers with a trunk ID “20100” for CLID do not route to agents who are logged in and ready. They hang in queue hearing delay messages. We have UCCE 7.5, CVP, using CAD 7.5. Your help would be appreciated.Agent desktop.

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geoff
Level 10
Level 10

‎11-17-2010 08:39 PM

are the Network VRU scripts that comprise the messages in queue (what you called "delay messages") configured as interruptible?

Regards,

Geoff

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Lisa Lytle
Level 1
Level 1
In response to geoff

‎11-17-2010 10:09 PM

Yes the messages are interruptible. Other callers are presented to agents, the only difference I can find between these calls is that I am receiving the trunk ID instead of a proper calling line ID.

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geoff
Level 10
Level 10
In response to Lisa Lytle

‎11-18-2010 10:06 AM

Frankly, it's hard to see what the problem could be.

Please tell us more about these calls. What distinguishes them on the gateway from other calls running through the same ICM script? Do they go through he same pots dial peers and voip dial peers? Does "debug isdn q931" show a fundamental difference between the two types of call?

Regards,

Geoff

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