Hi David, It doesn't turn Idle. It goes to configured state and PG2 gets Active. When I look at the CVP CS logs its disconnecting the existing connection and establishes a new connection with PG2 pim Thanks, Dass ... View more

Hi Sajid, Thanks for your reply. My question was on Comprehensive call flow and I agree to your point on Call Director call flow model Cheers, Dass ... View more

Hi Saji, So as per the SRND Comprehensive call flow it has to be CTI RP, is my understanding correct, and not Route Pattern Thanks, Dass ... View more

Hi Sajid, Can you please refer CVP SRND 8.5 Page#133 and throw light on the same. Coz I'm little confused. Thanks in Advance Cheers, Dass ... View more

Hi Sajid, I guess you cannot do a static route for a new call request. As it is going  to be a CM initiated call we would need to go through the CTI Route point from the CM rather than Route Pattern. Also, the CTI RP has to be configured as a DN in ICM Correct me if I'm wrong Cheers, Dass ... View more

Hi Cheril, According to the context, if there is no input from the User, then he has to be directed to English skillset. If above is the case, you can set a value, say "0", for no input option in call studio application and pass on the value to ICM. So it takes that option "0" and routes the call accordingly Hope this helps!!! Cheers, Dass ... View more

Hi, Please find below link https://supportforums.cisco.com/docs/DOC-12195 ... View more

Sample Working Dial-peer as below dial-peer voice 9292 voip description SIP error translation-profile incoming block service cvperror incoming called-number 9292T voice-class codec 2  dtmf-relay rtp-nte h245-signal h245-alphanumeric no vad Hope this helps!!!! Cheers, Dass ... View more

Also Jay I do not see the command "translation-profile incoming block" on the Dial-peer. Do you have it configured? ... View more

Hi Jay, To check whether the CVP Error service is working as expected. You can send the label 92929292 from the success node of Send To VRU and route it from the CVP to the VXML Gateway and check whether the CVP Error message is getting played for the call. If it plays as expected then there should not be any issue with the VXML Gateway/Service configured on the gateway you would need to check out the call server logs Cheers, Dass ... View more

Hi Jay, Is this a comprehensive call flow or a standalone call flow. If comprehensive setup can you try sending the label 92929292 directly from ICM to Gateway and check whether the criticalerror.wav file is playing? Cheers, Dass ... View more

Hi Amir, As per the attached screenshot, it prompts out that your system has not went through the MR of 8.0. I suspect that you cannot upgrade your version from 7.2.4 directly to 8.5. Instead you would need to upgrade yur current version to 8.0 and from 8.0 you can upgrade to 8.5 Hope this helps!!! Cheers, Dass Please rate useful posts ... View more

Hi Jhun, Agent stuck in reserved state it means, the ICM has reserved the agent, but the call is not getting delivered to the agent extension. If you are using SIP trunk, you would probably need to check the CSS and Partitions over the trunk. Also, any recent changes made on the CSS of the SIP trunk you would need to reset the SIP trunk. The CSS on the SIP trunk should contain the partition of the phone. Also, you would need to check on the Agent targetting rule in the config manager of the ICM. The agent extensions should be added to the Agent targetting rule Hope this helps!!! Cheers, Dass Please rate useful posts ... View more