06-13-2018 05:27 AM - edited 03-14-2019 06:14 PM
UCCX version 11.6 IPCC extension agent is set for a not ready and goes on break. Call comes into the users personal primary extension, is answered by voicemail and the state of the IPCC changes to ready. Anyone have any thoughts on a resolution?
Solved! Go to Solution.
06-13-2018 07:21 AM
Hi Chris
I guess this is the bug you are mentioning about.
https://bst.cloudapps.cisco.com/bugsearch/bug/CSCvg91102/
06-13-2018 06:19 AM
There is a known bug for this in version 11.6 when you enable status monitoring of non-ACD line
which i cannot locate it now, Cisco was coming out with ES to resolve it, but not sure if it's available. You'd need a TAC case.
06-13-2018 07:21 AM
Hi Chris
I guess this is the bug you are mentioning about.
https://bst.cloudapps.cisco.com/bugsearch/bug/CSCvg91102/
06-14-2018 04:14 AM - edited 06-14-2018 04:38 AM
This will resolve the issue I am an having but creates another. The agents will then receive calls on the personal extensions when on an agent call. Something the agents reported as a problem as well.
06-14-2018 05:26 AM
Correct, so you need to open a TAC case to see if Cisco has an ES to address this or wait for the bug resolution in next SU that hopefully includes the fix.
06-14-2018 11:02 AM
Thank You Chris!
06-14-2018 11:18 AM
06-14-2018 11:40 AM
Agent is Not Ready and on a break. Call comes to Non-ACD line of the phone. The status changes from Not Ready to Ready mode automatically.
Hope this helps!
Cheers
Rath!
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06-14-2018 02:02 PM
06-20-2018 10:23 AM
Correct! Either way there is an issue though.
06-14-2018 11:03 AM
Thank You Ratheesh!
01-08-2019 09:31 AM
Does anyone have any specific logs to confirm if I have the same problem? Everything sounds like it, but I would love definite proof to make TAC's job easier.
Thank you.
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