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Enthusiast

UCCX uccx8

Hi ,

We are using UCCX Version 8,

Where if an agent (A) is already in a transferred call and still agent (A) gets another call from the queue and it goes back to the queue as a missed call.

What i have to do to stop the incoming call when agent(A) is already engaged in the transferred call ?

Agent (A) receives calls fine in normal scenerio and the problem occurs only when the transferred call scenerio - Please advice - Thanks in advance

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Enthusiast

UCCX uccx8

Karthikeyan,

Does the agent in question have more than one line on their phone? 

-Steven

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Cisco Employee

UCCX uccx8

Hi Karthikeyan,

Steven's line of questioning is correct. If Agent (A) received a transfered call on their IPCC extension, it will make them go not-ready in CAD and a new call will not be offered to them.

Are the calls being transferred to the non-IPCC extension on the agent's phone?

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Enthusiast

UCCX uccx8

Hi David/Steven

Thanks for your inputs,

Does the agent in question have more than one line on their phone? NO

Are the calls being transferred to the non-IPCC extension on the agent's phone?    TO IPCC EXTENSION

Calls routing for Agent(A) supposed to be like the below statements as you said but its not Agent(A) is getting call when Agent(A) busy with the transferred call

If Agent (A) received a transfered call on their IPCC extension, it will make them go not-ready in CAD and a new call will not be offered to them.

Please advice - Thank You.

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Re: UCCX uccx8

Are you using cme or cucm ?

Sent from Cisco Technical Support iPad App

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Enthusiast

UCCX uccx8

Karthikeyan,

By design an agent can only have one call active on their IPCC Extension. If the agent goes off-hook while they are in a Ready state then, by design, they will be put in the Non-Ready state. When they are offered a call from the queue, and they go off-hook to accept that call, they will go from Ready to Talking. In both cases, assuming they were Ready, when they go on-hook they should return to the Ready state.

Are you saying that when the agent is on-hook again they do not return to the Ready state?

-Steven

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