UCCX connect step cannot transfer call to agent

[mnkojima]

Hi

I have UCCX version 10.5.1.10000-24. I have a simple script, but for some reason, connect step cannot transfer call to agent and put its state to 'not ready'.

through CDR analysis and reporting (screen below), the calling number is 202, pilot is 376, cti port is 90x. Agent's extension is 953, partition PT-UCCX-DN. For some reason, CTI port  is trying to call 953, partition <none>, and that DN is not configured at CUCM. I believe that is the reason of connect step is failing, but I do not know why is trying to reach an inexistent extension.

Thank you

Marcos

[Aaron Harrison]

Hi Marcos

UCCX can't 'try' to dial the null partition, it can only dial a number. If it shows as null in the CDR, it is most likely that the CSS assigned to the call control group does not include your agent DN partition.

Check your CSS is assigned, and has the agent partition in it.

Aaron

[mnkojima]

Hi Aaron

CSS and partition were correct, but the problem was resolved already by restarting 'Cisco Unified CCX Engine' service.

Thank you for your support

Marcos