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IPCC Desktop Agent cannot answer calls - changes to Not Ready

Using CRS 4.0(1)SR1 and CM 4.1(3) I have setup some contact queues for helpdesk people.

The agents can login via the Desktop Agent and change their state to Ready, but as soon as a call is attempted to route to them, the agent immediately goes into Not Ready state.

Also when trying to make a call using the Agent Desktop, the following error appears:

16:20:32 The agent- or workflow-initiated action request failed.

I have tried setting up the Phone Service to login to the queue directly from the phone, and the same problem occurs, as soon as a call is routed to the phone, it goes to a Not Ready state.

Any suggestions are welcome!

Cheers,

Mark

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Anonymous
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Re: IPCC Desktop Agent cannot answer calls - changes to Not Read

Anonymous
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Re: IPCC Desktop Agent cannot answer calls - changes to Not Read

New Member

Re: IPCC Desktop Agent cannot answer calls - changes to Not Read

Hi,

Futher to this, attached is the relevant sections of the MIVR*.log file when an incoming call comes in and the agent is forced to a Not Ready state. If anyone can point me to info on how to interpret and troubleshoot the log file it would be appreciated.

New Member

Re: IPCC Desktop Agent cannot answer calls - changes to Not Read

i just figured out the logoff problem when a call comes in.. it was simply a calling search space miss-match :(

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