I know this has been posted before , but none of the methods to fix have helped me yet.
I have 1 agent that after logging in to the IPCC can take the 1st call OK. Then after that call completes any following calls will "reserve" her, and after about 10 sec delay will actually start ringing the phone. When she answers the call the 2nd leg of the transfer never completes, the caller continues to hear hold music.
This will repeat over and over, until the caller hangs up. No other agents in this CSQ/Skill have the problem, and if I assign the agent to a different CSQ the problem follows.
I have deleted and recreated the agent, ext., double checked RMuser , etc. Restarted the Servers, and still does not work for the 1 person.
If she logs out and back in, the next call will work fine.
I am attaching a log snip from that shows the call right after a reboot.
This type of problem might not an IPCC issue, can you try to let agent log into different station or associated with different IP phone, just narrow down the issue, see if it is workstation or DN specific.
These are the paths to get to each CCX logs through CLI. They may be helpful if you are having issues accessing RTMT or downloading logs through it.
If you want to download them you have to prefix "file get " and you can add one of the options (re...