IPCC: calls in queue bounce back to the queue

Unanswered Question
Mar 24th, 2009
User Badges:


I have a problem where a call comes in just for 1 number and when it gets to the queue and and Agent is ready to get the call, it bounces the call back to the queue and the next agent is able to get the call without any problems

my IPCC version is 5.0(1)SR02_Build026

and is integrated with CCM

any help is appreciated

  • 1
  • 2
  • 3
  • 4
  • 5
Overall Rating: 0 (0 ratings)
irisrios Tue, 03/31/2009 - 09:35
User Badges:
  • Silver, 250 points or more

Try to Change the CSQ Resource Selection Criteria.

Jonathan Schulenberg Sat, 04/11/2009 - 11:36
User Badges:
  • Super Bronze, 10000 points or more
  • Cisco Designated VIP,

    2017 IP Telephony

Also make sure the Select Resource step is giving the agent enough time to answer the call. It defaults to 10 seconds but depending on the department taking the calls, they may not be accepting the call within that time frame. A tell-tale sign of this is if CAD puts the first agent into a Not Ready state after pulling the call back.


This Discussion