We have an Cisco Call Manager & an IPCC server through which the cisco agent desktop users login & receives calls from the client. As you know the calls will route based on the Agents Login Activity/Availability. The clients dials the Toll Free number 866-123-4567 & the calls in-turn will route to 410-123-4567 & lands to one of the Cisco IP Phone IPCC extension. Unfortunately today between 0700 & 1030hrs EST, all the clients whomsoever dials the toll free number, the calls goes to the voice mailbox & not to any of the Cisco IP Phone extension. The mystery is, when the client dials 410-123-4567, the calls will land to Cisco IP Phone IPCC extension to one of the user which is normal.
Problem while dialing to the toll free number. Any ideas/clues? No changes made on the CCM/IPCC in the recent days.
The issue happened today between 0700 & 1030hrs EST as mentioned earlier.