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Community Member

IPCCX7.0-Call doesn't reached agent and gets queued

Hi,

I am facing a strange problem with IPCCX7.0.

Agent is ready(has skill set and assigned to the voice calls queue).

WhenCaller calls,  all connects , then agent status automatically turns not ready(whih was ready before the call came) & call is automatically queued, Caller hears queue music.

When the call is queued, I try to make the agent ready, but can't.

thanks

1 REPLY
Super Bronze

Re: IPCCX7.0-Call doesn't reached agent and gets queued

Hi

9 times out of 10 this is due to the CTI ports on UCCX (i.e. the Call Control Group) not being assigned a CSS that includes the partition that the agent is in.

The transfer out to the agent fails, so the agent's phone never rings and UCCX gets upset.

Regards

Aaron

Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!
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