Agents stuck in reserved or "talking" state in outbound campaign
We have just cutover the last of our agents to the latest ICM version with the latest CAD version (7.1(2)).
During outbound campaigns users will receive the reservation call but will not receive a connection call and will stay on hold with the reservation call until we interevene by picking the call up a couple of times.
Re: Agents stuck in reserved or "talking" state in outbound camp
i've a similar problems with an IPCC Enterprise 7.1.
On the Router Log Viewer (on aw) i see many of this errors: "No default label available for dialed number MR_RC.PersonalCllback (ID 5011)"
and in the same time the outbound agents interested of this callback will put into reserved state but there isn't a real call to accept. The agent stay in reserved state for a minute the he is forced in not ready state from the PIM.
Is a big problem in our call center, do you have any suggestion about int?
These are the paths to get to each CCX logs through CLI. They may be helpful if you are having issues accessing RTMT or downloading logs through it.
If you want to download them you have to prefix "file get " and you can add one of the options (re...