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Community Member

Inbound calls not presented to agents

Inbound callers with a trunk ID “20100” for CLID do not route to agents who are logged in and ready. They hang in queue hearing delay messages. We have UCCE 7.5, CVP, using CAD 7.5. Your help would be appreciated.Agent desktop.

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Green

Re: Inbound calls not presented to agents

are the Network VRU scripts that comprise the messages in queue (what you called "delay messages") configured as interruptible?

Regards,

Geoff

Community Member

Re: Inbound calls not presented to agents

Yes the messages are interruptible. Other callers are presented to agents, the only difference I can find between these calls is that I am receiving the trunk ID instead of a proper calling line ID.

Green

Re: Inbound calls not presented to agents

Frankly, it's hard to see what the problem could be.

Please tell us more about these calls. What distinguishes them on the gateway from other calls running through the same ICM script? Do they go through he same pots dial peers and voip dial peers? Does "debug isdn q931" show a fundamental difference between the two types of call?

Regards,

Geoff

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