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New Member

CRS 4.05 Agents stuck in 'Work'

We have our 4.0(5)_Build042 HA IPCC Express system set to enable Automatic Work with wrap-up of 180 seconds.

Last night, we did some maintenance on 4.1(13)sr4d Callmanager:

Changed remote offices to use g.729 for all calls. (IPCC is g.711 but there are transcoders local to the IPCC servers).

deleted vm ports, hunt groups, hunt lists etc for old unity servers we no longer have

Rehomed 1/2 of our phones to a new datacenter

Upgrade our 7960 and 7961G-GE phones to the lastest firmware.

Renamed a bunch of Media-Reource-Groups and media endpoints

We then rebooted All 8 callmanagers and the 2 ipcc servers.

This morning, of all things, the call center is reporting that they can take calls fine, but they then go into work and get stuck there. They should exit in 180 secs and go Ready for the next call.

I have confirmed that if I turn off Automatic work and wrap-up that agents will go immediately ready but if I turn them back on, they just get stuck in work.

Any ideas?

New Member

Re: CRS 4.05 Agents stuck in 'Work'

This was solved by a reboot of both IPCC servers.

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