Not able to conference from ICD extension

[madhu1986]

Hello,

My customer is facing a weird problem. Calls come to a support number and lands on Agent A1's ICD Extension. When the agent wants to conference to an internal employee, hits the conference softkey and dial the extension number, hears the busy signal. The call wont go throw.

Does anyone have any idea about the issue? This is happening for most of the employees using CIPC.

[Chintan Gajjar]

Hi,

Question might be silly, but what's the ICD extension?

is it the directory number on CUCM that you assigned to user?

regards

Chintan

[heathrw]

Does other ad-hoc audio conferencing working for non-agents for internal and PSTN based calls?

Just for elimination can say Party A dial Agent A1 ICD extension (directly don't put the call through contact centre) and get Agent A1 to initiate a conference to Party B?

Do you have any other features turned on like call recording using the BiB?

I would look at device pools and MRGLs are configured correctly, also would the other parties be in other regions using g729 codec for example?