Agent recieves Que call while already on que call

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May 19th, 2010
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Agent will be talking on que call and recieves a second que call that puts them into not ready when first call is complete.

Logs state ring no answer for puting them into not ready.

When line is set to 4 calls busy trigger 2 logs state 15 sec ring no answer and when line is set to 2 calls busy trigger 1 logs state 0 sec ring no answer.

UCCX Premium 7.0(1)SR05 Build504

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Is there a question here?

Are you saying an agent is talking to a customer on a call delivered from the queue and they suddenly get another call delivered to them? Surely you don't want that to happen. When they get a call they must be seen as busy - busy trigger 1.



rsikes Wed, 05/19/2010 - 08:58
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They should not be recieving another call from the que while they are on a que call.

I have the busy triggers set to 1 but it still tries to send them another call and marks them not ready

for ring no answer 0 sec

Walter Solano Wed, 05/19/2010 - 09:01
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You could check in the JTAPI traces if the RmCm Notifies the CUCM that the line been in use, that could be the issue.


Please rate this post if was helpful

Walter Solano

CCNA Voice

Cisco UCCX Specialist

rsikes Wed, 05/19/2010 - 09:27
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I am having them log into the phone with extension mobility and using agent desktop.

Could this be an  issue the ques I have that are not using Ext mobility do not have this problem

bsugamele1 Wed, 05/19/2010 - 12:24
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I have run into this before on previous versions of UCCX.

1. Make sure your busy triggers are set to 1 (which it sounds like you have)

2. Make sure your device profiles have the IPCC extension as the first line.

3. Check your phones and make sure you do not have the agent's IPCC extension set on the phone that the agent is logging into.

In my case it was a misplaced step in the queuing process in my scripts.


rsikes Thu, 05/20/2010 - 07:27
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When I removed ext mobility out of the process and tied the icd ext directly

to the phone the issue changes to the agent going back and forth between reserved and ready

for a couple of minutes or until they recieve a call or go not ready

ggovier Mon, 11/29/2010 - 11:49
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I have read that you can only have one appearance of the DN for your IPCC extension (which would apply either with or without Extension Mobility). You mention Extension Mobiility, and it has the option of logging out other appearances when you log in to a new phone. That would probably be a good idea.  ...just thinking out loud. Curious if you already found a solution.


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