UCCE Agent cannot answer call

[Nissar Sulaiman]

Hi,

We are facing an issue some times (random) that agent cannot answer the customer call.
Before the agent answers the call, it is queued again and offered to another agent.
The new agent also faces the same issue.

We are using UCCE8, CVP8 in a comprehensive mode.The call is send to CVP(10.70.78.118)
from CUCM(10.70.78.126,10.128.60.31) through SIP trunk. The CVP application is played successfully
using the gateway(10.70.78.114). The agent extension label is correctly received in CVP & associated
SIP static route to CUCM(10.70.78.126) is identified. Upon routing the call to CUCM, the CVP log shows
"HANGUP with Call History" and "Terminated with Q.850;cause=16".

This issue is happening rarely & randomly. Will it be any issue with CUCM, network or CVP configuration.
CVP log is attached for the analysis.

Appreciate any help or suggestion.

Regards,
Nissar.

[Nissar Sulaiman]

The log contain a specific case with CALLGUID= 987C1680000100000000D3C41F3C800A trying to transfer to agent 605555527. The caller id is modified by the CUCM as 8002440304 for all the calls.

[Nissar Sulaiman]

It seems that my analysis of the log is not correct. Sorry for misguiding, if anybody analysed the log.

"REJECTED WITH 503 - Service Unavailable Reason: Q.850;cause=47" is the correct error message from the call leg to agent.  I was refering to the incorrect call leg in the previous post.