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Community Member

CVP/ICM will not recognize Agents logged in and ready

CVP 3.0, ICM 6.0, Agent Desktop 6.0, VXML 3.0

This just started around 11:15, all agents are not recognized as being logged in and ready to take calls. Some scripts are answering in the night mode, others are rolling over to backup when agents are not ready or logged in. I have had the agents log out, exit desktop, and log back in. I have had them switch to phone agent.

Any ideas,

Melinda

2 REPLIES
Anonymous
N/A

Re: CVP/ICM will not recognize Agents logged in and ready

When an agent logs in, their state is not ready. When they click on the ready button, the status at the bottom of the CAD, changes immediately to reserve instead of ready. They stay in this state for some time.

Community Member

Re: CVP/ICM will not recognize Agents logged in and ready

What I found on my problem is that all of my voice quit talking to main location where I have my Callmanager Publisher and my side A's of ICM/CVP/IVR. Once that came back, my Roggers were fighting over who should be active. I had to stop and start the services on my roggerA and roggerB.

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