IPCC: calls in queue bounce back to the queue

[cris_jimenez]

hello,

I have a problem where a call comes in just for 1 number and when it gets to the queue and and Agent is ready to get the call, it bounces the call back to the queue and the next agent is able to get the call without any problems

my IPCC version is 5.0(1)SR02_Build026

and is integrated with CCM 6.0.1.2000-3

any help is appreciated

[irisrios]

Try to Change the CSQ Resource Selection Criteria.

[Jonathan Schulenberg]

Also make sure the Select Resource step is giving the agent enough time to answer the call. It defaults to 10 seconds but depending on the department taking the calls, they may not be accepting the call within that time frame. A tell-tale sign of this is if CAD puts the first agent into a Not Ready state after pulling the call back.