Incoming call not connecting to Agent

harris.h · ‎01-05-2009

Hi All

We have callmanager 4.1(3) with Cisco IPCC Express Prem 4.0, have configured the scripts, resources etc. and logged into the agent ok.

When making a call to this CSQ, the call will attempt to deliver to the agent, CAD (agent) will go into a not ready state and not accept the call, when a call is not in queue it is possible to go into ready state.

Can anyone help me with this please

regards

Chris Deren · ‎01-05-2009

So, you see the agent state change to Reserved temporarly?

This is a very common issue with misconfigured Calling Search Spaces/paritions on CallManager. Ensure that the cti ports' calling search space lists the agents' ACD line parition.

HTH,

Chris

david.macias · ‎01-05-2009

make sure the phone is associated with the jtapi user also ensure that you're not running into any CSS issues.

david

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Chris Deren · ‎01-05-2009

Actually the phone should not be associated with jtapi user, but rmuser only. If phone was not associated properly the agent would not be able to login at all.

Chris