UCCX Inbound - Agent goes Reserved but phone doesn't ring, can't answer call

[acomiskey]

How can I troubleshoot this issue?

Doesn't happen all the time but every once in a while.

UCCX 5.0.2 SR2

[Konstantin Vaksin]

When Agent goes to Reserve state, that means, that UCCX Engine picks agent for the call and reserves him to handle it.
After that UCCX instructs CTI Port to make call transfer to the Agent Extension. In normal conditions, call will hit Agent phone and you will see phone ringing and agent will pick it.
If CUCM will not be able to route call to the Agent phone, you will see Reserved state for 15 sec (as far as I remember) and it will go to Ready (sometimes to Not Ready).

So you need to troubleshoot, why the call is not capable to hit Agent phone.
Possible reasons:

1. CSS and Partition configuration
2. Phone is losing connectivity to the CUCM

Kostia

[phamvinhdat]

Check the menu prompt option in script and make sure that interruptible is selected to Yes under general tab.

[Mustapha Arakji]

I'm aware of this, but don't you think that if did this, my prompt will not be played to the end, so my caller will hear half of the prompt !?

Regards,

[Aaron Harrison]

Hi

That's true - but generally that's what you would want with a queue prompt.

Barge In - Determines whether the caller can interrupt the prompt -you can set this to 'No' to prevent the caller pressing a key and skipping the prompt

Interruptible -  Determines whether the system can interrupt the prompt -e.g. to do the transfer to the agent

All steps that are hit when the contact is in-queue (i.e. from when the 'select' step is hit) should be interruptible, otherwise the system must wait for the prompt to be played out before it can transfer the call.

If you have a prompt that must be played out in full (for example a recording warning, or regulatory announcement) then this should be played before the select step, and only interruptible prompts should be played after the select step.

Aaron

Please rate helpful posts...

[Mustapha Arakji]

Thanks guys for your assistance, really appreciate your prompt replys.

Before i try your suggestions (make prompts interruptable in the queue), i have reviewed my script and found that i have 2 delay steps (each of 1 sec) that are configured as interruptable, and i already got my prompts as un-interruptable, so i decieded to make the delay also un-interruptable. (these delays are used to give a gap between prompts)

It has been 4 days for now, and the issue didn't surface again... as soon as the problem hit again, i will try your suggestion and update the post.

Regards,

[Aaron Harrison]

Hi

Your terminology is confused a litte.

Each step has a property 'Interruptible'. It can be set to 'Yes' or 'No'.

All queue steps should have it set to 'Yes', and would then be interruptible.

Other steps may be set to 'No' if you like, and would then be considered un-interruptible.

If you have set your delay and prompt steps to un-interruptible, then you will still have the problem. If a call comes to the queue, and an agent is available immediately, the steps will not execute, so you won't notice the problem until the queues build up at a busy time.

Regards

Aaron

[Mustapha Arakji]

Hi Aaron,

I know i have been stobborn on this but I have done a some research and didn't find yet a document that recommends to make prompts interruptable in queue. I was reading the "Getting Started with Scripts" guide from Cisco

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/user/guide/uccx70edgs.pdf

check page 150 - "About Script Interruption". I couldn't find a clear direct statement that talks about my issue but i found the following:

"If an interrupting event happens when the script is not currently interruptible, the script is automatically interrupted whenever it becomes interruptible again."

On the other hand, my issue was surfucing when agents are all available and no one in queue!!! Anyway, I will be preparing an alternative script that flows as per your recommendation, just in case.

Also if you have more documents you would refere to me, i would appritiate that.

Thanks,

[Patrik Zitko]

Hi Aaron,

i contacted TAS with issue, that you describe here. I should to be ashamed.. :-)

Keep helping.

Patrik