UCCX 11 incoming call issue

[Amod Joshi]

Hello,

Agents are logged in to Cisco Finesse and agents are in ready state.

now when the calls come to CSQ. Agent shows the call in reserved state. But call never rings on agent extension

and customer hears " we are currently experiencing system problem and we are unable to process your call".

I am using default queuing script for testing purpose. 

 

Regards,

AMOD

[Deepak Rawat · Accepted solution]

Do the CTI ports have the required CSS to reach the agent partition. Go to Cisco Unified CCX Administration >> Subsystems >> Cisco Unified CM Telephony >> Call Control Group, open the required Call Control Group and check what have been set under the DN Calling Search Space.

Regards

Deepak

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[Amod Joshi]

Hi Deepak,

CTI Ports are already in the CSS. 

When i am dialing the Trigger (e.g 6600) ->Selects the cti-ports-> Welcome prompt "Thank-you for Calling" -> call goes on hold -> and after that we are getting error "we are currently experiencing system problem and we are unable to process your call".

Thanks,

AMOD

[Deepak Rawat · Accepted solution]

Join the webex link:

https://ciscosupport.webex.com/join/derawat

Regards

Deepak

[Deepak Rawat]

Issue resolved on webex, CTI Remote Device was being used as a phone that is not supported. For the other phone added it to RmCm and it worked, calls coming through.

Regards

Deepak