Cisco Support Community
cancel
Showing results for 
Search instead for 
Did you mean: 
cancel
Silver

Agent inbound call weirdness

Hi,

I'm at a loss to explain the reported behaviour of a number of inbound calls to UCCX agents. They are saying the call is presented to them, but when the agent answers, they hear ringing and when the call gets answered by the remote party, they claim they haven't rung the call centre! From the reports and the call logger, no outbound calls appear to have been made.

This is UCCX 4.0(5) with CCM 4.1(3)sr2, so no outbound dialler. This only seems to be experienced by one contact centre, using two CSQs.

Has anyone seen anything similar, as I can't even think of a series of events which might explain this.

2 REPLIES
Silver

Re: Agent inbound call weirdness

CDR is your friend here, go to https://ipCCM/art, see who was calling/called it may give you more info on what's exactly happening.

Community Member

Re: Agent inbound call weirdness

did you ever get this resolved. We have the same issue.

118
Views
0
Helpful
2
Replies
CreatePlease to create content