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New Member

call is not routing to agent

I'm using the sample icd.aef script.

The agent is available, from the Agent Desktop it shows the status change from ready to reserved but instead of the call coming through the agent's status changes to 'not ready' and the call goes into the queue. When I try to change agent status to ready while the caller is in the queue the caller hears a beep but goes back to the queue. Please help.

Thanks,

Doug

4 REPLIES
New Member

Re: call is not routing to agent

I figured it out.

Thanks,

Doug

New Member

Re: call is not routing to agent

d.teal

I have the same problem. Can you share your expirience with it?

Thanks

New Member

Re: call is not routing to agent

Please post! :) I'm having the same issue and am running into dead ends.

Thanks!

Hall of Fame Super Silver

Re: call is not routing to agent

Guys,

This is most commonly caused by the CTI port's Calling Search Space not having access to the agent's phone partition in CallManager. Make sure that your CTI ports have CSS assigned which includes parition of the phone.

HTH,

Chris

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