11.5 CUCM/UCCE Finesse team extension issues

[jrdodson]

Hello,

I would like to start by mentioning that I’m relatively new to Cisco phones, so I appreciate your patience in advance.

We are currently using CUCM/UCCE 11.5 with Finesse, and we have multiple teams within Finesse, each assigned a unique extension. These extensions allow internal users to call or forward calls to the entire team rather than searching for an individual member. However, we are experiencing an issue where, if only one team member is in a ready state, the system will route the call to that user, but it immediately drops the call, placing the agent into wrap-up mode.

Additionally, if no members are available, the call fails instead of being placed on hold. Interestingly, the system works as expected when two or more members are available, and the call routes normally. It’s important to note that this team extension is only used internally and is not available for external calls.

Any insights or suggestions to resolve this issue would be greatly appreciated. Thank you for your assistance.

[bill.king1]

This sounds like potentially some type of busy trigger and/or queueing issue.
Is this a new group you added vs, something that suddenly stopped working?
If you try and make it simpler and have say only one agent logged in, and you dial into the UCCE menu, what do you hear/experience if the agent isn't available? Presumably queue treatment for instance?

[jrdodson]

Hi Bill,

To provide some context, you can think of two groups: a tech side and a provisioning side, each with around 15 teams within Finesse (30 teams total). The issue seems to occur only on the provisioning side when there’s a single agent available. I’ve been able to replicate the problem by having one agent in a ready state. The call rings their phone, but then immediately disconnects.

Using RTMT, I can see that when the team extension is dialed, the system routes the call to the available agent. However, once the agent receives the call, I see a termination code of 47 (resource unavailable, unspecified explanation). There’s no formal queue in place; the team extension simply directs the call to the team, where agents hear the ringing followed by a disconnect.

I suspect this may be related to some kind of queue treatment, but I’m not entirely sure where to check for this. Any guidance you can provide would be helpful.

[bill.king1]

Hi so similar to what @Elliot Dierksen mentioned, I think you need to find out exactly how that line is routed first. In UCCE, there's no concept of some type of line/group extension, unless it is to send the call to UCCE/CVP and then queue the call. 
Is it possible that you're using Finesse for some other tracking for agents, but you're using UCM hunt groups/call features to route the call?
Your first thing would likely be to look in UCCE and confirm if the calls are going there, and look at the routing script there.

[Elliot Dierksen]

You mentioned Finesse, so I assume there are some queued calls that are being handled by these teams. Is that correct?

In addition, you are trying to use a blast/broadcast type number to offer calls to all team members? Is that correct?

If I have inferred correctly, you are using two different methods of call distribution that are conflicting with one another. I would suggest having one of two things. Either make the "team" extension into a different queue that (if required) has priority over other queues, or make the team extension a shared DN that is separate from the extension used for the finesse agent.