Cisco Finesse shows CALL NOT ANSWERED automatically

[rudy-carlos]

Hello everyone, hopefully someone can help understand this problem:

Detail: When Service Desk agents are set to the "READY" state, they immediately transition to the "RESERVED" state and then automatically to the "CALL NOT ANSWERED" state. 

Normally the system should display the agent in the "RESERVED" state and show a pop-up with the incoming call. However, this does not occur, and instead, the agent directly transitions to the "CALL NOT ANSWERED" state and it cannot take any call.

[bill.king1]

Hi, so is it that these agents can't take any calls from the queue/delivered via UCCX? If so, you'd want to make sure that you check things like the CSS/partition is set up in UCM/Call Manager, as it may be that the call can't be delivered to them for instance.

Do only some agents have the issue, are there others that work for instance?

[rudy-carlos]

It is particularly only 6 agents that are working remotely, the agent cant change his status cause changes quickly, which means he cant answer the calls. They are unable to respond when calls are made to the main line. Users can call, but they are informed that no agents are available to assist them, when in reality the agent cannot change the status from 'Call Not Answered

[bill.king1]

I would check to make sure that the phones for the 6 agents are the same setup as the ones that do work, both for phone configuration and for network as well. It sounds like UCCX can't route the call to the agent, which is why it happens so quickly (vs. say a RONA type situation where the agent is reserved and they choose not to answer).

[Elliot Dierksen]

This could be a CUCM codec issue. Are the remote agents in a different region than the UCCX CTI ports? If so, you may have a G.711 to G.729 codec. If you don't have transcoders available in the MRGL that is assigned to the CTI ports, that would cause the call attempt from the CTI port to fail.