Ready to Reserve State

Unanswered Question
Jun 20th, 2008
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IPCCE v7.1


We have been receiving complaints from our users that they are going from Ready state to Reserve, and sometimes to Not Ready.


This started 2 weeks ago, and we are lost as to what is causing it. Any clues will be appreciated.


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winijenh Sat, 06/21/2008 - 19:39
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  • Cisco Employee,

The CCE system is reserving the agent because it is trying to send a call to them. The call apparently never arrives. You'll need to find out why. It could be a config error in the CCE system (check the router logs) or (more likely, if you didn't change anything in CCE) a problem with the UCM or IP networking, causing the call to get lost (check UCM logs).

When this happens to an agent, the CCE system can set the agent to not ready to prevent it from happening again.

Abdulbaseer Mohammed Sun, 06/22/2008 - 02:18
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Some thing must have changed on agent or groups settings is this happening to all or few and on what number etc. Can you repeat the problem?


As the other person pointed out yes check the logs if nonthing changed then its networking issue but last resort boucne the ICM box.

AHMED Ali Sun, 06/22/2008 - 20:46
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I passed with this problem before, and it was one of 2 things:

1. Device Target has no lable configured for IVR (or routing client sending this call) & you must see it clear on Router Log Viewer.


2. Partition & Calling Search Space miss configuration that prevent VG to send call the IP Phone which Agent logged in.


Hope this will help you.

Regards,

Ahmed Rizk

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