UCCX 7.x - Agents phone rings only once then rings at next agent.

[isfairml1]

                  Our Help Desk is using a very simple UCCX app.  Basically the script checks to see if any agent is 'logged in' and 'ready' and if so rings that agent immediately.  If agnets are 'logged in' but all are 'not ready', the call goes to queue.  If no agents are 'logged in', the call goes directly to a voice mail box.  The problem I'm having is that occasionally (haven't been able to develop a pattern) there will be multiple agents 'logged in' and 'ready', the call will ring on an agent's phone one time and as they pick it up it rings to the next agent's phone instead.  Calls are getting handled, but it appears there is a RNA for the first agent.  Any ideas?

Thanks,

Mel

[Jonathan Schulenberg]

This sort of thing usually needs to turn into a TAC case to review logs of the problem actually happening. A few thoughts though:

• Communication with CAD is flaking out and the MIVR engine is being told the agent isn't available all of a sudden. Windows/PC-side firewall?
• The version of CCX doesn't support the CTI Manager/TSP version running on CUCM. Are the versions listed in the CCX compatibility matrix? If not all sorts of strange CTI behavior can occur.
• Does the ACD DN follow all the rules? For example, no CFNA/CFB to voicemail, max call/busy call triggers of 2/1, no hold reversion, etc.
• Are you running the latest CCX 7 release? Never discount the possibility of a bug.

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