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

Call drop while switching call from IVR to agent

Hi,

IPCC 7.0

IVR 3.5

CCM 4.1.3

Call arrives to our IPCC. ICM script puts user to the IVR. IVR script executes (user makes selection from the voice menu).

Then call will transfer to an agent.

Suddenly call drops and agent's software enters "reserved" state and freeze in it.

May the thin 2 MB channel between CCM cluster and IPCC (ICM, IVR, etc) cause this issue?

Average RTT is 37 ms. QoS for VoIP UDP data stream and TCP session control was implemented on a thin channel.

Does CCM and IVR mark DSCP

3 REPLIES
Gold

Re: Call drop while switching call from IVR to agent

Hi,

Have you checked if your Calling Search Spaces and Partitions in CallManager allow calling from the CTI Ports in IVR 3.5 to the agent extensions?

Sometimes has happened to me.

Hope this helps,

Juan Luis

Hall of Fame Super Silver

Re: Call drop while switching call from IVR to agent

It definitely looks line CSS/Partiton issue.

Chris

Community Member

Re: Call drop while switching call from IVR to agent

Hi,

I've also thought about this.

But if it will depends on CSS/Partitions all call have been dropped.

In my case some calls drops while another comes to the agents.

P.S.

CTI route points belongs to the INCLUDEALL-CSS that includes all partitions.

Agent phones belongs to IPCC-CSS.

CTI ports belongs to IPCC-CSS.

180
Views
0
Helpful
3
Replies
CreatePlease to create content