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New Member

ICM + CVP Issue

Hi,

we made a new installation of IPCCE + CVP for queuing. The problem is when an agent is available, his state changes to 'Reserved' but the call is not transferred to him. What may be the reason ?

5 REPLIES
New Member

Re: ICM + CVP Issue

Check the device targets... make sure the lable for all cvp,ipivr and callmanager is configured.

New Member

Re: ICM + CVP Issue

Also check your dialplan routing in the gatekeeper (if H323) or proxy server (if SIP). Which protocol are you using in CVP, H323 or SIP?

New Member

Re: ICM + CVP Issue

We are using H323 with a gatekeeper.

We configured a local zone for callmanager and it's using the default technology prefix 1#. We are using the technolgy prefix call routing.

We did not configure the zone prefix (ex: 1...). Can this be the cause?

Do you mean the zone prefixes by saying the dial plan routing in the gatekeeper?

New Member

Re: ICM + CVP Issue

Yes, that is what I mean.

1. On the gatekeeper, do a 'show gatek gw-type-prefix'. Is your CallManager one of the endpoints shown for 1#? Are there non-CUCM other endpoints as well registered as 1#? If so, then the call could be routing to one of those endpoints.

2. On the CVP VoiceBrowser in VBAdmin 'setCallTrace on'. Place a call and see if the VB log shows the agent label being received into CVP from ICM and if so, what IP address is CVP trying to send that call to?

janet

New Member

Re: ICM + CVP Issue

I solved the solution when I added for the zone containing the callmanager, the zone prefix 1... (the dial plan of the callmanager) and it worked. Thanks fo all

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