Agents stuck in reserved or "talking" state in outbound campaign

Unanswered Question


We have just cutover the last of our agents to the latest ICM version with the latest CAD version (7.1(2)).

During outbound campaigns users will receive the reservation call but will not receive a connection call and will stay on hold with the reservation call until we interevene by picking the call up a couple of times.

This has become a big issue. Any ideas?

I have this problem too.
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lpezj Wed, 06/20/2007 - 07:02


Have you create in the 'Device Target' for each telephone a label for the Outbound Dialer Routing Client?

Hope this helps,

Juan Luis

lpezj Wed, 06/20/2007 - 07:14

But,have you create three labels, associated to each Device Target, for the three outbound Dialers?

Juan Luis

onlict001 Tue, 07/01/2008 - 14:13


i've a similar problems with an IPCC Enterprise 7.1.

On the Router Log Viewer (on aw) i see many of this errors: "No default label available for dialed number MR_RC.PersonalCllback (ID 5011)"

and in the same time the outbound agents interested of this callback will put into reserved state but there isn't a real call to accept. The agent stay in reserved state for a minute the he is forced in not ready state from the PIM.

Is a big problem in our call center, do you have any suggestion about int?

Thanks in advance!

Igor1906 Thu, 09/27/2007 - 05:32

You must edit the Default layout to include some or all Outbound Option variables. These variables are prefixed with BA:

1. BAAccountNumber [200]

2. BABuddyName [201]

3. BACampaign [202]

4. BADialedListID [203] - Required for Preview and Direct Preview dialing modes in order for the Skip function to work

5. BAResponse [204]

6. BAStatus [205] - Required for all dialing modes.

7. BATimeZone [206] - Required for all dialing modes in order for the Callback function to work.

Abdulbaseer Mohammed Thu, 09/27/2007 - 22:17

If you had used same agents for try and modify stuff then its good to clean your data by deleting un wanted stuff.

If you can re starting the engine after wards would be a good idea as well. Re starting the associated PG will be good too.

If it helps please rate.




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