We have a small CX of 35 Agents we are having a situation where Agent status is flipping from Reserved to ready but call never rings.
PSTN(PRI) --> CUBE --> SIP -->CUCM-->CIPC [Connected over VPN]
From the CUCM traces we can see the CUCM is sending Invite to the CIPC but when we cross checked from PCAP[Agent Machine] weather the CIPC is receiving the invite or not! we didn't see any.
Moreover, We can see the Register keep alive message between CUCM and CIPC every two minutes.
Thanks in Advance!
Call arrive, agent get reserved, phone doesn't ring... the caller will wait around few minutes and hang up, agent get back to ready, call in considered abandoned, and everything is back to normal. this happens every now and then!!
I receive more than 20 call daily and just very few are going to this issue. Add to that, the problem appears at different agent each time!!