Ok so to recap: - Call plays audio no problem, then randomly stops playing audio. It stops playing at different intervals. - Call does not drop but actually arrives to agent, but they hear static when they answer. - If call is answered before audio stops everything is good.   If so, then the issue is more than likely on the UC side. GW, CUBE. What's the call path?   david ... View more

@janinegraveswell I'm confused because he also said this "Thanks everyone for your responses. I just did another test with a shorter wav file. It looped up until 9:46 into the call and the system error prompt played and ended the call. It usually goes to the 15 minute mark and just stops playing but the call stays connected." Which is what I was responding to, so maybe there are multiple issues OP is experiencing.   david ... View more

If using a shorter wav file caused the call to fail in a shorter time then you're probably hitting the max node count in an ICM script. Can you look in your rtr log for the following "executed for more that 1000 nodes."?   david ... View more

I'm trying to remember what the BU said when this question came up on the ATP CC summit from last year. I believe that you could go over the config limit, but you were not in uncharted territory and out of support. So you could configure 4001 call types and everything would work fine, but the system specs were not designed for that.   david ... View more

Great call out on the capacity planning, this hits customer hard who are on a PCCE 2K deployment.   david ... View more

Mobile agent is going to be your best bet and provide the least amount of problems.   david ... View more

I'm not sure I understand your question completely. You will need a RP to trigger the IVR. If a CCX app calls another CCX app it's off the same RP.   david ... View more

Yeah I've seen the same with using a VIP with VVB. The customer's reason was to allow them to only change the load balancer when they wanted to do work on specific servers. This was easier through the load balancer than having to go to VVB.   david ... View more

Perfect, then this really doesn't apply to most connectors vendors. Than you for providing an update.   david ... View more

Do you see an Agent Not Ready report in your environment?   david ... View more

Search the forums I believe there's a patch to address this issue. You'll have to tell your HCS provider to install though.   david ... View more

Run an agent state report and see if the other two agents are going not ready ready for a split second to get to the bottom of the queue. That would mean that they are ready longer, but they are always the least longest available which means they will not get a call until everyone else is busy.   david ... View more

Can you ask Cisco if this is 100% only for adapters using CTI Protocol? Most modern day adapters use the Finesse API and not the CTI Protocol.   david ... View more

Oh boy that's a terrible bug. :(   If I'm reading it correctly it sounds like the trigger is IF a supervisor performs an action on a connector agent then the connector agent will stop working. Sounds like training supervisors to not perform any supervisory action on the agents will mitigate this. This is really unfortunate as it forces businesses to go all in on CTI connectors which don't generally have all the features that Finesse has. Am I understanding the bug and it's impact correctly?   Thank you for sharing this.   david ... View more

Lovely. It does blow my mind how powerful powershell has become. Gone are the days of bat files. Thank you! ... View more