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VIP Super Bronze

IPCC fails to route calls to agents. Agents goes to Not ready and Reserved

What happens is as follows :

- if the Agent is in ready state and a call enters the queue the agent is changed to Not Ready

- if the agent is not ready and whilst a call is in the queue attempts to make ready then it hangs on 'Reserved' and after a few seconds goes to Not Ready again

I have used DNA to ensure that CTIPorts can dial agents ICD Extension.

I have been on this all day. I am not new to IPCC but this is weird. Dont know what to check again.

I am using IPCC 4.0.4 with ccm 4.1.3

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1 REPLY
Hall of Fame Super Silver

Re: IPCC fails to route calls to agents. Agents goes to Not read

This is most likely due to a Calling search space parition issue, ensure that the CSS applied to the cti ports has access to the parition of the phone ACD DN.

HTH,

Chris

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