UCCX failed to detect agent is busy

[SIMMN]

Hi, 

I am not so familiar with the latest version of UCCX...The setup currently works however somehow the agent still gets inbound calls from the pool even s/he initiated a call outbound (either from the private line OR agent line) already...

The busy trigger for the agent DN is set to 2 and max call is set to 4.

The busy trigger for the CTI Port is set to 1 and max call is set to 2.

Any idea?

[Chris Deren]

Is the agent getting calls from UCCX call flow when call is sent to a CSQ or a direct call from either someone calling directly or script that sends the call directly as the former would be expected.

On ACD line configuration in CUCM make sure the max-calls parameter is set to 2, and busy trigger is set to 1. Busy trigger controls how many inbound calls can be present on the line at any time.

[SIMMN]

The agent will get the call from CSQ even the agent is on an outbound call (initiated from private line OR agent line).

The busy trigger for the agent DN is set to 2 and max call is set to 4.

The busy trigger for the CTI Port is set to 1 and max call is set to 2.

[Chris Deren]

If agent is on private line then he/she can receive a call on ACD line from ACD, however if the ACD line is being used and you are still getting calls then that is an issue. I would double check if that is indeed the case (you can run CDR reports to confirm it) and if that is the case you will need to review logs. 

I honestly have have heard of people reporting this is happening, but after investigation it was never the case, i.e. calls were on personal line vs. ACD line, so I take it with grain of salt when I here it. However if you come to conclusion that it is indeed happening (everything is possible) you may need to open a TAC case.

[SIMMN]

Thanks for the info. I was told:

1. If an agent initiates an outgoing call(it does not matter if the agent makes the outgoing call on the private line or the agent line), it does not seem to signal the system that the agent is busy so incoming calls from the pool are routed to the agent as if they were idle.

2. If the agent is already responding to an incoming call on agent line, then the system works and will send  a subsequent incoming call to another idle agent.

I will double check with the user anyway...

[Bill Mungaven]

This actually did happen to me. I've been supporting my current call center infrastructure for 8 years and in August 2016, I started getting calls that agents were being presented 2 call center calls on their agent (ACD) lines, not personal lines. The agent would be on an ACD call then another call would be presented at the same time even though they were already on an ACD call. Our standard line configuration is 4 calls with a busy trigger of 2 even for all lines including agent lines. This scenario would only occur when there were calls in queue. The fix was to make agent lines have 2 calls and a busy trigger of 1. Once I changed all agent lines to that configuration, we had no further issues of agents getting double calls. Odd, we never saw that happen in the past but it just started in August for only certain skill groups. Nothing in the environment changed which was odd why this just started.

Bill

[SIMMN]

Interestingly, the issue I am trying to figure out only started happening recently...there should not be anything background doing auto patching, right?

[Chris Deren]

Bill,

this is is exactly what Cisco never supported anything other than 2/1 setting on the ACD line and had always been called out in documentation. If busy trigger us set to 1 and calls still arrive then unless it's an unlikely nasty bug or racing condition it would not occur.