Unable to Answer Call from CSQ

[Josh K.]

Good Morning,

We are having intermittent issues where some agents are unable to answer a call from a CSQ. This seems to only be happening when the call is transferred from one CSQ to another.

Scenario
The call will come in on CSQ1 and Agent1 answers the call.
Agent1 transfers the call to CSQ2.
In CSQ2, Agent2's can see their state is set to "Reserved" in Agent Desktop, but the call does not ring on their phone. The call is still active on Agent1's phone.
Agent1 can try transferring again, but the same issue occurs. The call seems to be stuck on Agent1's phone.

The issue is not subject to a certain Agent or CSQ, it has happened on multiple Agents in multiple CSQ's. The agent is not a resource in both CSQ's in these situations either.

We are running:
UCM: 9.1.1.20000-5
UCCX: 9.0.2.10000-71
Devices: IP Phone 7945, SCCP Protocol

Any thoughts or ideas are greatly appreciated.

Thanks.

[Jaime Valencia · Accepted solution]

You should try the contact center area for this question 

[yahsiel2004]

What happens to the call exactly when the agent hits transfer and dials the number for CSQ2?

Regards,

Yosh

[Josh K.]

It acts as if the call was just placed on hold rather than the transfer attempt. After they attempted the transfer, the call stayed on Agent1's phone and Agent1 was able to pick the call up again by hitting the flashing green button.
 

[yahsiel2004]

Does the users phone have a CSS that can reach the CSQ2's extension. Also does the users phone have a MRGL that contains a conferencing resource?

HTH

Yosh

[Josh K.]

Yes to both questions.