UCCX behaviour when an agent is idle and banwidth is not sufficient to transfer the call to the agent.

[celine.jeannotte]

Hello,

I need to know what will be the behaviour of the UCCX and the treatment that will be given to the contact if an agent in a remote site is idle but the banwidth is not sufficient to transfert the call to the agent ?

Thanks,

UCCX release 8.5

CUCM release 8.5

[Aaron Harrison]

Hi

In previous versions I've deployed on the WAN I've seen that the transfer will fail (obviously) and the call will go back to queue. You would want to test this, probably by setting the bandwidth temporarily in locations to the equivalent of one call (i.e. 80k for g711, 24k for G729) so you can verify behaviour with the current version is what you expect.

Regards

Aaron

Please rate helpful posts..

[robb.allred]

Hi - what Aaron is describing is what I've found as well.  When the call is routed to an agent, the agent will go into a 'reserved' status - but because there is insufficient bandwidth to deliver the call to the device, the agent will stay in 'reserved' usually until the RONA timer expires, at which point the call will return to the queue.

Robb

[ttobaish]

These 2 actions (Call Transfer, CAD info display) are handled by 2 different processes.

CAD info display --> This is controlled by UCCX CAD services

Call Transfer --> The CCX will Trigger the CUCM to Transfer the Call to the Agent.

This will end up with Agent stuck in Reserved State for 30 seconds ( it will show the call info) but the phone will not ring.

You can try to use the QOS to correlate 2 messages together (having same priority Q and COS, DSCP), this might help.

regards,

Trad