Reserved Mode

[cris_jimenez]

Hello,

we just upgraded to version 5.X and since the upgrade most of the users are having problems with incoming calls, when the agent is on ready mode,if they get a call, as soon as they answer the call they will go to reserved mode and no information is displayed on the agent window in regards to the call and all of the icons are greyed out. once the call ended, they need to close the window in order to go back to ready mode.

have you seen this ? do you know how to solve it ?

[haroon.rasheed]

please be more precise with your explanation.

Like what have you upgraded and wht is your enviroment also update regrading the version of your components.

and one more thing does your CTIOS or CAD ever displays the call on it.

[cris_jimenez]

we had ipcc version 3.5(4) only 1 server, we upgraded to ipcc version 5.0(2)_Build064 and now we have 3 servers. we also upgraded from callmanager version 4.1(3) to 6.1(2)

we have installed on every computer Cisco Agent Desktop version 6.4(1)

when the agents log in and go to ready mode the buttons for "answer/drop" is greyed out, when the agent receives a call, the other icons are grayed out as well "hold/unhold", "conference", "transfer" and no information is displayed on the agent screen, and it will immediately go to "reserved" mode. when the agent hangs up. the status is "reserved" and if a second call comes in, the phone will ring and the agent desktop will not show up anything. they need to close the window and log in and then go to ready mode again, however the symptoms remains, no info in regards to the incoming calls, grayed out icons and immediately goes to reserved mode. this happens to most of the users and started just after we migrated the users to ipcc version 5 from version 3.5

[honniesr]

Are they receiving the calls via IPCC or are they being direct dialed to the extension of the phone?

[cris_jimenez]

They are receiving calls via IPCC